Customer Success Engineer

Manchester, England, United Kingdom

12/19/2024

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 the growth of the Nexthink business in the globally by driving the adoption and use of the Infinity Platform as well as the Adopt, Digital Adoption technology.

The focus of the Customer Success Engineer is to provide support to the Internal Customer Success Team for all client technical queries and engagements. This is a strategically important role focused on the medium sized customers and supporting our long tail to be self-sufficient, and requires a technical background and a structured, organized, and diligent approach to succeed. You will also be expected to build executive relationships with proven experience in doing so.

This is a key position within the Customer Success 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:

• Working within the Internal Customer Success Team, you will work closely with Nexthink's customers in the sub 150k ARR segment, focusing on onboarding and increasing user adoption, retention, and satisfaction.
• Possess deep technical knowledge of the Infinity platform to educate customers on best practices within the Infinity platform.
• Develop a deep understanding of customer business, use cases, and outcomes to guide their success with Nexthink's products and services.
• Execute demonstrations of new product features and conduct hands-on workshops in collaboration with the CSMs.
• Collaborate with CSMs to support customers as required to advise users on using Nexthink for their specific business needs, including hands-on support as appropriate.
• Execute programs to create self-sustaining enablement and evangelism of Nexthink within customer accounts.
• Collaborate with CSMs to drive customer engagement with the Infinity platform and identify opportunities for expansion (both software and professional services) that can drive additional value for customers.
• Collaborate with other Nexthink functions (such as marketing) on capturing and sharing the customer stories and use cases.
• When identifying technical issues that block user adoption, coach administrators and users to initiate support tickets for timely resolution.
• Stay current on Nexthink's products, competitive landscape, and data science trends.
• Manage supplier and security assessments received from customers, working with relevant contacts within Legal, Security and Compliance teams.
• 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
  
  

Qualifications

• 2-3+ years of experience as a Customer Success Engineer working in the SaaS Industry, related field such as Implementation Consultant, Solutions Consultant, Pre-Sales Engineer and Technical Account Manager would all have relevant valuable experience to bring to this role.
• Ability to drive the people, process, and technology aspects of a software solution 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 to be able to learn Nexthink products and services, technologies and business to a deep level.
• 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 customer facing and presentation skills.
• Fluent in English (written as well as verbal).
  
  

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. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. 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.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:

• 💼 Permanent Contract and a competitive compensation package (Stock Options also included).
• 📍Amazing location in Manchester, 11 Northampton Rd.
• 🏡 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.
• 🚆 50% reimbursement on public transportation fees, up to a maximum of 1,250£ gross/year.
• 🤸 Reimbursement of up to £40 for gym and fitness memberships monthly.
• 📣 Bonuses for referring successful hires after three months of continuous employment.