This role is to support the growth of the Nexthink business in the EMEA region by driving the adoption and use of our strategic employee experience platform with our key customers.
The focus of the Customer Success Managers is to own and drive the customer success plan and ensure customers realize the value of their investment in Nexthink. This is a strategically important role focused on a new segment of customers, and requires a technical background and a structured, organized, and diligent approach to succeed. You will also be expected to build executive relationships at some of the largest companies or Partners with proven experience in doing so.
This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success and upsell opportunities.
This role is part of our iCSM (internal Customer Success Management) function which focusses on remote-first engagements reaching higher volumes of customers. Hybrid office attendance is still required for team collaboration and support.
Main functions:
- You will own and execute the Customer Success Plan for each account to ensure Nexthink becomes part of daily operations as a strategic initiative and is delivering maximum value to the customer.
- Engage and build relationships with customer executives and other influential stakeholders as a trusted advisor and identify, define, track, and measure the overall impact and value of Nexthink.
- Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions.
- Identify and escalate any critical issue or risk of renewals, working collaboratively with the Account Team including but not limited to the Account Managers, Solution Consultants, Professional Services and Support Teams.
- Work to support renewals specialists securing the renewal through extensive use of Value Tracking activities
- Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes.
- In partnership with the Account manager, lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leaderships on customer maturity journey focused on required outcomes.
- Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.
- Update our CRM database and make sure that customer data is always accurate and reliable