Engagement Manager

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees.

Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

#LI-Hybrid

The Engagement Manager is an integral part of the services organization and a customer-facing representative of the company. The Engagement Manager is responsible for the successful delivery of Nexthink’s solutions and services within a customer environment in such a way as to meet or exceed a customer’s reasonable expectations of the solution’s technical and business benefits.

The Engagement Manager’s role requires a hard-working and enthusiastic person with strong technical and communication skills and the ability to establish and maintain confidence with colleagues and customers. A proven track record of project managing enterprise software deployments on behalf of vendors is essential, as is the ability to travel as and when required.

• Own the entire services engagement lifecycle: from assisting the services sales process and managing the services contracting process, through to successful delivery, sign-off and billing with no customer disputes.
• Lead the engagement implementation team, manage ongoing staff resourcing.
• Produce and maintain all relevant project documentation: scoping, statements of work, project plans, budgets, risk registers, change orders and status reports.
• Provide advice and guidance relating to the impact of the solution on a customer’s organization, pro-actively recommending approaches to mitigate any delivery risk to the engagement.
• Identify further opportunities to provide incremental value within a customer and work with commercial teams to progress.

• 4-year degree in Information Technology, Computer Science, Computer Engineering or the equivalent
• Certified in the ITIL Methodology
• Proven experience in leading the deployment of complex enterprise solutions in a multi-vendor environment including working in partnership (or subcontracting to) Systems Integrators.
• Ownership of all aspects of services contracting process including resolution of any negotiations by involving senior management as appropriate.
• Relevant project management certifications.
• Minimum of six years of relevant project management work experience with at least four years working for a software vendor in a customer-facing role (two of which should have been in delivering SaaS-based solutions). PMI-Project Manager Professional Certification Preferred
• Demonstrable successful delivery of multiple engagements.
• Demonstrable strong communication skills (written, presentational and interpersonal) with the ability to consult and influence within culturally diverse, multinational organizations.
• Ability to guide and resolve any escalated delivery issues through judicious involvement of company management and optimal deployment of company resources.
• Be committed to customer satisfaction

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have…