At a Glance
- Tasks: Guide enterprise customers on their digital experience journey and ensure their success with Nexthink.
- Company: Join Nexthink, a leader in digital employee experience management software.
- Benefits: Enjoy flexible hours, unlimited vacation, and comprehensive health insurance.
- Other info: Diverse team culture with opportunities for professional growth and development.
- Why this job: Make a real impact by helping customers optimise their digital experiences.
- Qualifications: 7+ years in Customer Success with large enterprise accounts and SaaS experience.
Company Description
Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.
Job Description
This role is to support growth and customer retention across Europe and will be responsible for a portfolio of our strategic enterprise customers. The primary objective of the role is to help guide Customers along their DEX journey, following Nexthink's DEX Methodology, to drive growth and 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.
You will be expected to lead the customer to success in their DEX Journey. This means providing support and best practices on getting started with DEXOps, developing a plan for adoption of DEX into the Customer's ecosystem, and ensuring positive outcomes for your customers while solidifying their 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, renewals and upsell opportunities.
Aligned to up to 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, technology, communication and value, all aimed at effectively integrating Nexthink solutions and building a DEX journey.
- Evangelize the customer's success (internally, and with Customer stakeholders).
- 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.
- 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.
- Deliver DEX workshops to the customer 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 (Executive 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.
Qualifications
- 7+ years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS.
- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.
- Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business. (Understanding of the IT project delivery lifecycle and digital transformation initiatives is preferred.)
- Building relationships with our customers is key.
- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.
- Business-level fluency in English is required for customer-facing communication and collaboration. Spanish, French or German could be an additional plus.
- This role might require occasional travelling outside of the UK.
Additional Information
We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers' IT Teams total digital visibility across their enterprise. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.
We call our employees 'Nexthinkers' and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.
Check what we offer:
- Permanent Contract and a competitive compensation package.
- Hybrid work model balancing office and remote work, fostering effective onboarding and team connections for new hires.
- Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25 days of holidays we offer) plus 3 company-paid volunteer days.
- Fully covered private health insurance for you and your family, life insurance plans, and Medicash Solo Level 2, ensuring comprehensive protection.
- Pension contribution of 12% (6 % from the employee and 6% from the employer).
- Free access to professional training platforms to explore your interests and enhance your skills.
- 16 weeks of fully paid leave for primary caregivers, 6 weeks for secondary caregivers, and Kiddivouchers to ease childcare expenses.
- Reimbursement of up to 40 for gym and fitness memberships monthly.
- Bonuses for referring successful hires after three months of continuous employment.
CSM Manager in London employer: Nexthink
Nexthink is an exceptional employer that champions a diverse and inclusive work culture, providing employees with the flexibility of a hybrid work model and generous benefits such as unlimited vacation and comprehensive health insurance. Located in Greater London, Nexthink prioritises professional growth, ensuring that team members have ample opportunities to develop their skills while contributing to innovative solutions in digital employee experience management.
StudySmarter Expert Advice🤫
We think this is how you could land CSM Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nexthink. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nexthink before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CSM Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nexthink:Your cover letter is your chance to shine! Tell us why you want to work at Nexthink specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nexthink!
How to prepare for a job interview at Nexthink
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
