Hi, were Nexthink. Were not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, weve surpassed $100M in ARR, and weve recently secured $180M in Series D financing for a company valuation of $1.1B, but were just getting started.
As VP of Customer Support, you will help optimize and manage our global Support organization that provides exceptional experiences for Nexthink customers and partners worldwide. You will have successfully led SaaS-based technical support organizations and are an innovative problem solver who is dependable, committed, and passionate about customer support.
You will report to the CTO and work closely with Engineering, Product Management, Cloud Operations and the Field organizations to collaborate and drive the adoption of the next generation digital employee experience platform. You will lead and grow a team of Support Engineers based in the US, Switzerland, Spain and India.
AsVPofCustomerSupport, you willshape the way our customers experience Nexthinkby:
Developing and leading a team that provideshigh-quality 24/7 customer support exceeding defined SLAs.
Utilizinginnovative, integrated support channels to provide customers with highly effective, responsive support.
Buildingand establishingforward-thinking strategic servicemodels to help drive content and tools toenableclientstoself-resolve issues in a timely manneras well asmonitoringand improvingadoption of self-service.
Managingtheescalation of critical customer issuesbyworking with the R&D organization andstayingin close communication with the field organization.
Overseeingthe Executive Watchlist, ensuring cross-organizational engagement in responding to escalations.
Fostering and maintainingstrong customer relationshipsand trustwith direct interaction with strategic clients.
Partneringwith Sales, Pre-Sales,and the Legal teams in assisting prospect pre-sales discussions related to support offerings and practices and addressing support-related contractual items.
Hiring,developing,and mentoringSupport team members, building a culture of excellence and exceptional customer experiences.
Developingandcontrollingoperational dashboardsto track and monitor keysupportbusiness metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues.
Key Personality Traits
Honesty and Integrity:
- As an integral member of the companys senior leadership team, the candidate must exemplify the highest standards of honesty,integrityand discretion.
Self-Confident and Results Orientated:
- An intelligent, decisive,self-confidentand results-orientated individual who possessesa combination of mental flexibility, creativity, analytical ability and sound judgement.
- Encouraging people to innovate, create and be open to change. Empowering people and having a bias for action and an urgency to move forward.
- Creating a work culture that values collaboration.
BA/BS Degree inBusiness,Computer Science,Engineeringor relatedtechnical degree preferred
15+years of experience managing Customer Support teams, with5+years of experience in a Software-as-a-Service (SaaS) companyand 5+ years of experience in senior leadership roles within a support organization
Experienceleadingglobal Support teamsin a high-growthand rapidly evolvingenvironment
An enthusiastic and creative leader with the ability to inspire others
Analytical and process-oriented mindsetwith proven expertise in analyzing and reporting customer support operations metrics
Excellent customer management instincts and abilities, strong written and verbalcommunications,and confidence in working with executive level leadersinternally andin client organizations
We are nearly 700 employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, 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.
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.