Services Delivery Manager

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Company Description

Hi, we’re Nexthink. We’re 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, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started. 

Job Description

The SDM manages the delivery of scoped Managed Services to Nexthink customers. They play a pivotal role in supporting the customer to realize value from the Nexthink platform, and as such will be working closely with the Customer Success Manager and the Account Manager to ensure that the Managed Service is aligned with the account success plan, and with the value metrics being tracked for the customer.

The role will coordinate the daily activities of the Managed Services team in Boston, and oversee the request queue, focusing on the highest priorities and the biggest impact to the customer, while providing quality assurance, and delivering within the agreed service levels.

The role is a combination of technical and business skills; having the ability to assess technical requests, troubleshoot platform issues, and also to be able to explain the service, how it is supporting the customer strategy, and the value to stakeholders at all levels within the customer.

Responsibilities

  • Act a single point of contact for the customer for all managed service elements in scope
  • Participate in the Customer’s Nexthink steering group meetings
  • Advise on and be part of the Customer’s governance for Nexthink
  • Gather customer’s requirements, analyze and provide feedback
  • Effectively handle customer requests and priorities
  • Understand Customer Digital Experience goals, strategic plans and constraints in order to advise on the best use of Nexthink
  • Conduct analysis of Customer’s Nexthink data and provide actionable insights to customers
  • Identify and justify automation opportunities based on value to the Customer
  • Support customer’s initiatives on Nexthink areas of operations
  • Build content based on customers’ requirements and manage and collaborate with the remote MS team for advanced scripting
  • Provide new insights to integrate Nexthink with existing solutions and internal processes
  • Work with the CSMs to position Nexthink with customers’ service owners
  • Deliver service elements against a set of Service Levels
  • Identify and deliver against agreed use cases
  • Work with the Account teams to support the operationalization of Nexthink inside the Customer organization
  • Prepare weekly, monthly and quarterly reporting both internally to the Managed Services’ management and also to the customer
  • Prepare all customer facing and internal deliverables
  • Coordinate and communicate about all aspects of the Managed Services activities with other teams, such as Sales, Support and Customer Success
  • Escalate internally and externally when required
  • Stay current on product development/releases to a level required for the above activities

Qualifications

  • BA/BS preferred in computer science, computer engineering 
  • Minimum of 5 years of experience in technical consulting, analytics & automation
  • Demonstrated skills in data analysis
  • Drive to provide actionable insights and automation
  • Experience of transformation projects (e.g. Win10, O365)
  • Extensive technical knowledge of end user computing
  • Collaborative ability to work with dispersed teams, such as the CTOs, product management and support, to get the right solution delivered and drive feature innovation gathered from customer input
  • Deep knowledge of IT operations
  • Ability to learn new technologies quickly
  • Demonstrated ability to collect and manage customer feedbacks, understand customer pain points, and provide viable solutions
  • Excellent communication, social awareness, customer facing and teamwork skills
  • Exceptional problem management skills
  • Ability to handle challenging environments
  • Enthusiasm for working in an international, collaborative and fast-paced environment and learning new technologies
  • Excellent knowledge of Microsoft Windows and Linux clients and its applications

Preferred:

  • Practical knowledge of SQL, XML, windows PowerShell,
  • Practical experience of data integration methods and technologies,
  • Relevant software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics.

Additional Information

We are 800+ 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.

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Candidate Location Eligibility:
Boston, MA

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • KubernetesLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen

An Insider's view of Nexthink

What’s the vibe like in the office?

When you step foot into our office and walk past our Instagrammable floral wall, you'll feel welcomed. Our office is built for collaboration and has a buzz - there's always something going on. We work well together and thrive off of each other's energy. It's not just all work. You'll find us at catered breakfasts and lunches and happy hours, too!

Nick

Talent Acquisition Lead

How do you make yourself accessible to the rest of the team?

From day one, I make sure everybody understands that feedback to leadership is important. It's also important is for leaders to truly listen to employees. We have programs like Nexthink Live & quarterly town halls where employees can ask directly questions to management. On top of that I try to personally read and answer all emails from employees.

Pedro

CEO & Co-Founder

What are Nexthink Perks + Benefits

Nexthink Benefits Overview

Nexthink's mission is to delight people at work - and that means delighting our own employees, too. Our people are our greatest strength, and we make sure Nexthinkers covered, protected, and supported in all aspects of their life. We offer a wide range of comprehensive benefits that will allow you more freedom and flexibility to allow you to focus on doing what you do best, inside and outside of work.

Culture
Volunteer in local community
Giving back to the communities in which we live and work is so important to us. We allow, and encourage, all Nexthinkers to use 3 company-paid days per year to give back to causes they care about.
Partners with Nonprofits
Nexthink proudly partners with organizations like TechSpark Academy, Powercoders, Resilient Coders and others to democratize and expand access to tech education.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Hailing from 7 different countries, our Leadership Team's experience, background, and depth of knowledge give them the unique perspective to drive Nexthink's vision and global strategy.
Hiring Practices that Promote Diversity
Our global talent teams use technology to match skills and capabilities to job requirements, helping to reduce bias in the selection and screening process.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Not only will you have access to different types of health insurance plans and coverages, but Nexthink will cover your healthcare premiums, too!
Life Insurance
Onsite Gym
Team workouts
Mental Health Benefits
In addition to programs that promote mental & emotional wellbeing like counseling, therapy, and crisis support, our employees also lead mindfulness classes to focus on breathwork & best practices.
Retirement & Stock Options Benefits
401(K)
We give you the tools to plan for the future while you're with us. We provide a 401(k) plan which allows you to make pre-tax or ROTH contributions from your first day of employment.
401(K) Matching
Company Equity
Take us to new heights and share in the success. We offer different types of employee stock ownership, including company shares, performance shares, and experts & management share.
Performance Bonus
We like achieving our goals. We offer cash bonuses, company equity, and even company-paid trips for our top performers.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
We're focused on results, not the hours you're at your desk. We offer freedom & flexibility to get your job done wherever & whenever, as long as discussed with your manager and meets local regulations
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We offer all employees 15 paid days off per year, which everyone is encouraged to take. After that, employees may take unlimited days off after clearing with their managers!
Paid Volunteer Time
Giving back to the communities in which we live and work is so important to us. Each Nexthinker can (and is encouraged to!) use 3 company-paid days per year to volunteer at causes they care about.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Dress however you'd like (within reason, of course!). We put more value on your work than we do your outfits.
Commuter Benefits
Getting to work isn't always fun, but we help minimize the inconvenience of your commute by allowing you to use pretax dollars to pay for eligible transit and parking fees.
Company Outings
Stocked Kitchen
Some Meals Provided
We like breaking bread together and getting to know each other over food & drink, away from our desks. We provide meals from the best local restaurants in the area from time to time.
Happy Hours
Cheers to that! You can find us celebrating each others' wins, life milestones, and other important events.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Online course subscriptions available
Paid industry certifications

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