Job Detail

Company Description

Nexthink is the global leader in digital employee experience management. Our products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback, Nexthink gives IT teams the insight they need to empower and even delight people at work.

Headquartered in Switzerland with US headquarters in Boston, Nexthink also has offices in France, UK, Germany, Spain and UAE. Our growing team of Nexthinkers is proud to be making the digital work lives of nearly ten million employees across 1,000 customers more productive.

At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience. Join us today! 

Job Description

The CS Ops PM will have a significant role in managing the daily operations of our customer success organization based on the defined framework. Data and evidence are crucial to the success of our value proposition to customers. With a keen eye for detail and process, the CS Ops PM will contribute by streamlining and enhancing different internal/external delivery and support methods.

• The successful candidate will develop, maintain, review, and deliver client update reports that ensure the health of our clients, and that their KPIs are on track.


• Design and launch processes, workflows, and automations that drive internal efficiencies, up level the effectiveness of our Customer Success team, and deliver greater value to our customers


• Own the end-to-end process from ideation to execution, including requirements-gathering, design, build, measurement, and iteration


• Work closely with the Customer Success team to proactively and regularly identify challenges that require operational solutions


• Interface with our internal Operations and Development teams to surface Customer Success requirements, and collaborate cross-functionally to design and implement solutions

Qualifications

• 3+ years experience in a Success Operations role at a technology company, with demonstrable experience designing processes and automations


• Strong business acumen; able to translate high-level business challenges into detailed requirements and designs


• Strong communication skills; able to collaborate with a variety of stakeholders including senior leadership and cross-functional teams


• Excellent organization skills; experience managing project plans, meeting deadlines, and proactively raising blockers or risks


• Passion for continuous iteration and experimentation


• Data-driven and analytical; able to use data to measure the business impact of solutions


• Experience using Gainsight and/or designing solutions in Gainsight


• Plus: Certified Gainsight Administrator


• Plus: Experience running high-velocity digital programs (e.g. tech touch)

Additional Information

This is an exceptional opportunity to join a fast-growing, successful and innovative company. Nexthink allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration

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