Principal Customer Success Manager

🕒 il y a 1 mois

🍂 Massachusetts – Distant

🍂 Massachusetts – Remote

💵 $109 000 - $169 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Nexthink

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2011

☁️ SaaS

🏢 Entreprise

💰 Series D en 2021-02

SaaS • Enterprise

Nexthink est une plateforme d'Expérience Numérique Employé (DEX) qui permet aux équipes IT de visualiser, diagnostiquer et résoudre les problèmes du lieu de travail numérique. Elle exploite des solutions alimentées par l'IA pour des alertes en temps réel, des diagnostics intelligents et une remédiation automatisée, assurant l'optimisation des applications de travail, des outils de collaboration comme Teams et Zoom, et l'engagement global des employés. Nexthink aide les organisations à améliorer l'efficacité IT, à gérer la transformation numérique et à maintenir des environnements de travail numériques rentables avec un impact mesurable et une excellence opérationnelle. La plateforme supporte plus de 15 millions d'endpoints dans le monde, offrant une visibilité et une automatisation sans pareil pour une gestion proactive de l'IT et l'efficacité des services d'assistance.

Description

• Support growth and customer retention in North America • Responsible for a portfolio of strategic enterprise customers • Guide Customers along their DEX journey, following Nexthink’s DEX Methodology • Drive growth and adoption throughout the entire customer lifecycle • Own and execute a comprehensive customer success plan that emphasizes people, processes, technology, communication and value • Build relationships with key leadership contacts within the CIO organization and other influential stakeholders • Identify, define, track, measure and share the overall impact and value of Nexthink • Align on account strategy with the broader account team and work to help deliver on-time renewal • Identify new opportunities for Nexthink through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions • Maintain customer health with regular cadence and understanding current sentiment and issues • Deliver DEX workshops and participate in quarterly business reviews with key customer stakeholders • Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams • Update CRM database with accurate and reliable customer data

🎯 Exigences

• 5+ years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS • Ability to drive the DEX Methodology (people, process, technology, communication, value) 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 that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed • Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business • Ability to effectively manage, guide, and build rapport within all parts of the customer’s hierarchy, from the technical teams to the C-suite • Building relationships with our customers is key • Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders • Organized and structured, with the ability to facilitate difficult/complex situations • Have a “can do” attitude to own and drive results • Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred • Strong customer-facing and presentation skills • Fluent in English (written as well as verbal)

🏖️ Avantages

• Health insurance • 401(k) plan featuring up to 4% company matching contributions • Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer) • 11 company-paid holidays, and 3 extra days for volunteering • Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration • Free access to professional training platforms to explore your interests and enhance your skills • Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers • Bonuses for referring successful hires after three months of continuous employment