Job Description

Job DescriptionThe SDM manages the delivery of scoped Managed Services to Nexthink customers. They play a pivotal role in supporting the customer to realise 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.ResponsibilitiesAct a single point of contact for the customer for all managed service elements in scopeParticipate in the Customer’s Nexthink steering group meetingsAdvise on and be part of the Customer’s governance for NexthinkGather customer’s requirements, analyse and provide feedbackEffectively handle customer requests and prioritiesUnderstand Customer Digital Experience goals, strategic plans and constraints in order to advise on the best use of NexthinkConduct analysis of Customer’s Nexthink data and provide actionable insights to customersIdentify and justify automation opportunities based on value to the CustomerSupport customer’s initiatives on Nexthink areas of operationsBuild content based on customers’ requirements and manage and collaborate with the remote MS team for advanced scriptingProvide new insights to integrate Nexthink with existing solutions and internal processesWork with the CSMs to position Nexthink with customers’ service ownersDeliver service elements against a set of Service LevelsIdentify and deliver against agreed use casesWork with the Account teams to support the operationalization of Nexthink inside the Customer organizationPrepare weekly, monthly and quarterly reporting both internally to the Managed Services’ management and also to the customerPrepare all customer facing and internal deliverablesCoordinate and communicate about all aspects of the Managed Services activities with other teams, such as Sales, Support and Customer SuccessEscalate internally and externally when requiredStay current on product development/releases to a level required for the above activitiesQualifications:QualificationsBA/BS preferred in computer science, computer engineeringMinimum of 5 years of experience in technical consulting, analytics & automationDemonstrated skills in data analysisDrive to provide actionable insights and automationExperience in transformation projects (e.g. Win10, O365)Extensive technical knowledge of end-user computingCollaborative 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 inputDeep knowledge of IT operationsAbility to learn new technologies quicklyDemonstrated ability to collect and manage customer feedback, understand customer pain points, and provide viable solutionsExcellent communication, social awareness, customer-facing, and teamwork skillsExceptional problem management skillsAbility to handle challenging environmentsEnthusiasm for working in an international, collaborative, and fast-paced environment and learning new technologiesExcellent knowledge of Microsoft Windows and Linux clients and their applicationsPreferred:Practical knowledge of SQL, XML, windows PowerShell,Practical experience with 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 InformationAt Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.In addition, we offer:️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.Free access to professional training platforms to explore your interests and enhance your skills.Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.Bonuses for referring successful hires after three months of continuous employment._ Base salary ranges are determined by country, role, level, experience, and skills_. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.All your information will be kept confidential according to EEO guidelines.Total Rewards @ NexthinkAt Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.In addition, we offer:️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.Free access to professional training platforms to explore your interests and enhance your skills.Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.Bonuses for referring successful hires after three months of continuous employment._ Base salary ranges are determined by country, role, level, experience, and skills_. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process. #J-18808-Ljbffr Nexthink

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