Job 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 1,300 customers to provide better digital experiences to more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

The Engagement Manager (EM) plays a pivotal role in managing and delivering professional services engagements, acting as the liaison between the services and sales organizations. With a 70% focus on project management, the EM ensures seamless execution of customer projects while maintaining clear communication and alignment with internal stakeholders. Additionally, the role retains all core responsibilities of an Engagement Manager, ensuring a balanced approach between project oversight and broader engagement management functions.

Key Responsibilities

1. Project Management & Services Engagement Oversight

• Utilise project management methodologies to plan, execute, and monitor service engagements effectively.
• Oversee project progress, ensuring timely, within scope, and budget-conscious delivery of services.
• Develop and manage project timelines, resource allocation, and key deliverables to optimise execution.
• Proactively identify and mitigate risks, ensuring smooth project execution and stakeholder satisfaction.
• Regularly communicate with internal and external stakeholders, providing updates, managing expectations, and addressing concerns.
• Drive continuous improvement by gathering feedback and integrating lessons learned into future projects.

2. Services Bookings & Revenue Forecasting

• Develop and maintain accurate forecasts for service bookings to support business planning.
• Monitor trends and provide insights to optimise resource allocation and planning.
• Predict and track revenue generation from delivered services, ensuring financial performance aligns with forecasts.

3. Services Scoping & Customer Alignment

• Define and document the scope of service engagements, ensuring clarity and feasibility.
• Align service offerings with customer needs and organisational capabilities to maximise value delivery.

4. Sales Organisation Support

• Act as the key services point of contact for the sales team, providing clear and timely updates.
• Support the sales-to-services handover process, ensuring smooth transitions and alignment.

5. Operational & Administrative Responsibilities

• Manage Kimble engagement assignments to ensure accurate and efficient resource allocation.
• Approve Salesforce quotes for service engagements, ensuring accuracy and compliance.
• Validate the handover from Solution Consultants to the Professional Services team, ensuring a structured transition.
• Proactively raise red flags and address potential risks that may impact project delivery.

#Li-Hybrid

Qualifications

Ideal Candidate Profile

The successful candidate will have strong project management expertise and the ability to coordinate multiple stakeholders across different teams. They should demonstrate excellent organisational and communication skills and possess a collaborative mindset to work effectively in a cross-functional environment. Experience in services management, project planning, and customer-focused delivery is essential.

Tools & Resources

This role will leverage Kimble and Salesforce for operational management and project tracking. Training and support will be provided to ensure efficient use of these tools.

Language skills

Business-level fluency in Japanese and English is required for customer-facing communication and collaboration

Additional Information

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 over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:  

• Permanent Contract and a competitive compensation package.  
• Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding.  
• Top-up medical insurance, plus Life & Accident insurance. 
• ️ Flexible Hours and very good vacation plan, plus 3 company-paid volunteer days.  
• Commuting allowance. 
• 16 weeks of fully paid leave for primary caregivers and 6 weeks of fully paid leave for secondary caregivers.  
• Free access to professional training platforms to explore your interests and enhance your skills.  
•   Bonuses for referring successful hires after three months of continuous employment.  

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