Responsibilities
- Manage up to 20 enterprise customers by developing and executing a success plan focused on people, processes, technology, communication, and value to integrate Nexthink solutions and build a DEX journey.
- Serve as a trusted advisor by building relationships with key CIO organization contacts and stakeholders, offering insights on the customer's industry, competitive landscape, and DEX market, and understanding their technical challenges and dependencies.
- Deliver value by identifying, defining, tracking, measuring, and sharing the impact of Nexthink, guiding the customer on their journey, holding them accountable, and promoting their success internally and with stakeholders.
- Ensure on-time renewals and meet renewal targets by aligning account strategy with the broader team and using value-tracking activities and CSM efforts.
- Achieve expansion targets by identifying new opportunities for professional services, upsells, or cross-sells, and collaborating with the account team on strategies.
- Maintain customer health through regular communication with appropriate contacts, monitoring sentiment and issues, and escalating critical risks or renewal concerns with the account team, including account managers, solution consultants, professional services, and support teams.
- Deliver DEX workshops to educate customers on product use and quantify the value of outcomes.
- Partner with the account manager to conduct quarterly executive business reviews with key stakeholders, communicating progress against the success plan and providing thought leadership on the customer journey.
- Act as the voice of the customer by providing feedback to product management, R&D, sales, and marketing teams.
- Foster collaboration within the ecosystem, both internal and external, and share best practices to improve customer experience and business outcomes.
- Update the CRM database to ensure customer data is accurate and reliable.
