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

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.

Key Responsibilities 

As VP of Customer Support, you will shape the way our customers experience Nexthink by: 

• Developing and leading a team that provides high-quality 24/7 customer support exceeding defined SLAs. 

• Utilizing innovative, integrated support channels to provide customers with highly effective, responsive support.

• Building and establishing forward-thinking strategic service models to help drive content and tools to enable clients to self-resolve issues in a timely manner as well as monitoring and improving adoption of self-service. 

• Managing the escalation of critical customer issues by working with the R&D organization and staying in close communication with the field organization.

• Overseeing the Executive Watchlist, ensuring cross-organizational engagement in responding to escalations. 

• Fostering and maintaining strong customer relationships and trust with direct interaction with strategic clients. 

• Partnering with 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 mentoring Support team members, building a culture of excellence and exceptional customer experiences. 

• Developing and controlling operational dashboards to track and monitor key support business 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 company’s senior leadership team, the candidate must exemplify the highest standards of honesty, integrity and discretion.

Self-Confident and Results Orientated:

• An intelligent, decisive, self-confident and results-orientated individual who possesses a combination of mental flexibility, creativity, analytical ability and sound judgement.

Innovation/ Growth Oriented:

• Encouraging people to innovate, create and be open to change. Empowering people and having a bias for action and an urgency to move forward.

Fosters teamwork:

• Creating a work culture that values collaboration. 

Qualifications

• BA/BS Degree in Business, Computer Science, Engineering or related technical degree preferred 

• 15+ years of experience managing Customer Support teams, with 5+ years of experience in a Software-as-a-Service (SaaS) company and 5+ years of experience in senior leadership roles within a support organization 

• Experience leading global Support teams in a high-growth and rapidly evolving environment 

• An enthusiastic and creative leader with the ability to inspire others 

• Analytical and process-oriented mindset with proven expertise in analyzing and reporting customer support operations metrics 

• Excellent customer management instincts and abilities, strong written and verbal communications, and confidence in working with executive level leaders internally and in client organizations 

Additional Information

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.