This role is to support growth and customer retention in North America and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their DEX journey of people, process, and technology by driving adoption throughout the entire customer lifecycle. Key Pillars to the CustomerSuccess Team are: (i) Customer Success Plan, (ii) Value Tracking, and (ii) Executive Business Reviews.You will be expected to provide support and best practices for building a DEX team, embedding DEX in existing processes (e.g., ITSM), and building new DEX processes to ensure positive outcomes for your customers and a long-term partnership with Nexthink.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.Main functions:Aligned to approximately 12-15 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX journey. Be a Trusted Advisor to the Customer: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer’s industry, competitive landscape, and the DEX market. Understand the customer’s technical challenges and dependencies.Deliver Value for the Customer: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer’s success (internally and with Customer stakeholders). Deliver on-time Renewals & Achieve Renewal Targets: Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other CSM efforts)Achieve Expansion Targets: Identify new opportunities for Nexthink, either through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results.Maintain Customer Health: Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team, including Account Managers, Solution Consultants, Professional Services, and Support Teams.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, participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes. Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams. Foster collaboration within the Nexthink ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes.Update our CRM database and make sure that customer data is always accurate and reliable.
