Customer Success Manager
Vor 6 Tagen
Nexthink SA is a leading provider of digital employee experience management software, empowering IT leaders to deliver exceptional digital experiences to their employees.
Job DescriptionWe are seeking a highly skilled Customer Success Manager to join our team in Central Europe. As a key member of our Technical Services team, you will be responsible for driving the adoption and value realization of our solutions among our strategic customers.
Main Responsibilities:- Develop and execute comprehensive customer success plans that emphasize the critical pillars of people, processes, and technology.
- Engage and build relationships with key contacts and stakeholders as a trusted advisor, identifying and defining the overall impact and value of Nexthink.
- Identify new opportunities for Nexthink through Professional Services engagements, upsell/cross-sell of additional Nexthink services and solutions.
- Escalate critical issues or risks of renewals, working collaboratively with the Account Team.
- Host workshops to educate and develop the customer journey in the use of the product and quantify the value of outcomes.
- Lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on customer maturity journey.
- Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales, and Marketing teams.
- 5-10 years of experience as a Customer Success Manager in the Software Industry with Large Enterprise Accounts.
- Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realization.
- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.
- Entrepreneurial mindset with the ability to work independently and use good judgment to escalate issues when needed.
- Technical background or technologically savvy to learn Nexthink products and services, technologies, and business.
- Excellent written, oral, and interpersonal communication skills.
- Organized and structured with the ability to facilitate difficult/complex situations.
- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices.
- Fluent in English and German (written as well as verbal).
- Valid permit to work in Switzerland.
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