Customer Success Manager

This role is to support growth and customer retention in Central Europe 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 maturity journey of people, process, and technology by driving the adoption throughout the entire customer lifecycle. Key pillars to the Customer Success Team are (i) Customer Success Plan, (ii) Value Tracking and (ii) Executive Business Reviews.

Ownership of 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 maturity. This includes support and best practise on building a DEX team, embedding DEX in existing process (e.g. ITSM) and building new DEX processes.

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 20 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 maturity. This includes support and best practise on building a DEX team, embedding DEX in existing process (e.g. ITSM) and building new DEX processes
• Engage and build relationships with key contacts 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 ensure 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.
• Fostering collaboration within the Nexthink ecosystem (internal and external) and sharing 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