Delivery Manager Strategic Accounts

hace 2 semanas

Madrid, España Nexthink A tiempo completo

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**:
You are ideally coming from an IT Support Manager role and interested to work for a leader in the market.

As Strategic Accounts Service Delivery Manager you will deliver the experience and services outlined in Support’s Services Catalog. Manage and develop the program to meet the needs and trajectory of Nexthink strategy and growth plans. Build deep relationships with both the customer and their support teams across Nexthink and own the end-to-end program, enabling account success, renewal and growth.

All Technical Premium Support will report directly to you. TPS are handling the support requests of our strategic customers around the Nexthink solution and its different components.

You will have full authority on organizing the TPS team and create/update processes. You are also responsible to escalate to Engineering and Product management when business required so.

You will play a strategic role in communicating and cultivating great relationship with our strategic customers and partners in order to improve the support and engineering organization.

**Key responsibilities**:
Being part of the support Leadership team and reporting to the VP Global Support, your responsibilities include but are not limited to:

- Achieve and exceed core ticket KPIs. CSAT, MTTR, and SLA. Focus on backlog reduction in both Zendesk and JIRA
- Ensure customer satisfaction through personal high engagement and customer advocacy across Nexthink
- Execute an effective and efficient staffing strategy, hiring plan and onboarding of new team members
- Own the continued development of the Support’ Service Delivery Catalog in line with your peers from other regions
- Identify ways to deliver our service through automated means, including reporting and product observability enhancements. Work with product and SRE to build features that support the effort
- Find new service offerings that add value to the customer and standardize in the Support’ Ser-vice Delivery Catalog. Learn and stay on top of the industry offerings and best practices, particularly as it relates to our competition. Ensure our program is the best.
- Build and maintain deeper partnerships with Sales, Dev, SRE and Technical Services Teams to benefit our customers.
- Engage with support operations team to ensure the highest quality and most effective Training, Process, Reporting and CRM ticket process.
- Implement an internal Quarterly Results Review and present it to Support’s Leadership
- Validate TPSs effectiveness through feedback gather with CSM, Field, MSP team and Cus-tomer.

**Qualifications**:

- Demonstrated experience managing an IT support team
- Demonstrated experience in an international work environment
- Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity
- At least 10+ years of experience in IT area with management experience
- Fluent in English, Spanish is a plus

Additional Information

We are 900+ 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.

  • Strategic Account Manager

    hace 4 semanas

    Madrid, España Just eat Takeaway.com A tiempo completo

    **Role: Strategic Accounts Manager** **Departament: Strategic Accounts** **Reports to: Strategic Accounts Team Lead** **Location: Madrid** **The opportunity**: We are looking to find a fantastic Strategic Accounts Manager to join our team and impulse company growth by generating added value relationships with the most important restaurant chains in...

  • Delivery Manager

    hace 4 semanas

    Madrid, España Dabster Systems UK Limited A tiempo completo

    We are looking for a key account delivery manager to be part of our team. Our business unit works with a significant number of clients to deliver IT projects and services. These are large international companies that we service from the different locations where we operate. Our engagements are usually complex, involving distributed teams, remote delivery,...

  • Delivery Transformation Interim Manager

    hace 4 semanas

    Madrid, España Global Manager Spain SL A tiempo completo

    **Descripción del proyecto**: Nuestro cliente es una consultora tecnológica multinacional, con casi 4.000 empleados, la mitad de ellos en España, con varios años de crecimiento sostenido. Una de sus áreas más criticas es la de delivery (desarrollo) de software, cuyo objetivo para este año es comenzar un proyecto de transformación de su modelo...

  • Service Delivery Manager

    hace 1 mes

    Madrid, España FNZ A tiempo completo

    Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and...

  • Strategic Project Manager

    hace 1 mes

    Madrid, España Michael Page A tiempo completo

    ¿Dónde vas a trabajar? Our client is an established company in the Logistics Distribution and Supply Chain industry. With thousands of employees worldwide, they are a global leader in providing innovative solutions to their broad client base. Based in Madrid, the company have a significant presence across the globe. ¿Qué harás en tu nuevo puesto?...

  • Strategic Project Manager

    hace 4 semanas

    Madrid, Madrid, España Michael Page A tiempo completo

    ¿Dónde vas a trabajar? Our client is an established company in the Logistics Distribution and Supply Chain industry. With thousands of employees worldwide, they are a global leader in providing innovative solutions to their broad client base. Based in Madrid, the company have a significant presence across the globe. ¿Qué harás en tu nuevo puesto?...

  • Strategic Account Manager con Inglés

    hace 4 semanas

    Madrid, España Page Personnel España A tiempo completo

    Las responsabilidades del Strategic Account Manager con Inglés son: - Detectar las necesidades de los clientes llevando a cabo estrategias de marketing de influencia para cubrir sus expectativas y maximizar su grado de satisfacción. - Supervisar la ejecución de proyectos. - Planificación y pensamiento estratégico. - Agilidad para la resolución de...

  • Strategic Partnerships Manager

    hace 4 semanas

    Madrid, España AVASK ACCOUNTING & BUSINESS CONSULTANTS A tiempo completo

    **Title**:Strategic Partnership Manager **Salary**:Competitive **Location**:Madrid (on-site) We are recruiting for a **Spanish **and** Italian** **speaking **Strategic Partnership Manager. The Strategic Partnerships Manager will be responsible for cultivating and maintaining relationships among business partners while also developing strategies to...

  • Manager Strategic Partnerships

    hace 1 mes

    Madrid, España Radisson Hotel Group, Madrid Office- Revenue Management A tiempo completo

    The Manager Strategic Partnerships acts as a support to the Director Strategic Partnerships, as well as account lead for accounts assigned to them. The mission of the role is to support and optimize revenue contribution of distribution partnerships. This includes but is not limited to **influencing** the Distribution and Revenue Management Departments with...

  • Finance Platform Delivery Manager

    hace 6 días

    Madrid, España ConexusDX A tiempo completo

    **Job description**: **Finance Platform Delivery Manager** - ** Are you an experienced SAP FI Project Manager ready for the next step in your career?**: - ** Would you like to join a growing team in a household name in the cosmetic goods industry?** This role is perfect for an experienced FICO consultant or project manager looking to leverage their...

  • Strategic Account Advisor

    hace 3 semanas

    Madrid, España Celonis A tiempo completo

    The Team: Join our Strategic Account Advisory team, reporting to the Vice President of Strategic Account Advisory EMEA. Our team, consisting of seasoned strategists within the GTM organisation, acts as a SWAT team for the Celonis Executive Team and collaborates closely with our EMEA leadership on the largest deals in the region. We seek passionate...

  • Service Delivery Manager It

    hace 1 mes

    Madrid, España Grupo NS A tiempo completo

    **Volver a la página principal** **Service Delivery Manager IT** Madrid - Publicada el 21 de febrero de 2023 Descripción Incorporamos a plantilla un Service Delivery Manager IT familiarizado con soluciones Cloud Funciones principales: Responsable de la calidad de la entrega de los servicios. Responsable de los resultados económicos del...

  • Manager Strategy

    hace 1 mes

    Madrid, España Philip Morris International A tiempo completo

    Purpose of the Position: Join our dynamic team in Spain and seize the opportunity to experience a great working environment while contributing to the continued growth of our business. As the Manager of Strategy & Program Delivery, you will play a crucial role in shaping the strategic direction of the affiliate by coordinating strategy planning, development,...

  • Engineering Delivery Manager

    hace 1 mes

    Madrid, Madrid, España JT International S.A. A tiempo completo

    Engineering Delivery Manager What this role is about?This role is situated within the Digital Technology Department, operating under the Business Technology Service for Marketing and Sales within the DIGITAL and IT function at JTI. Specifically, the Digital Technology department, housed within the BTS M&S, plays a critical role in defining the scope and...

  • Delivery Manager .NET

    hace 1 mes

    Madrid, España Devoteam Spain A tiempo completo

    **Descripción de la empresa** Devoteam es una consultora europea líder enfocada en estrategia digital, plataformas tecnológicas, ciberseguridad y transformación empresarial a través de la tecnología. Centrada en 6 áreas de especialización, abordamos los desafíos estratégicos de nuestros clientes: Digital Business & Products, Data-driven...

  • Delivery Manager .NET

    hace 1 mes

    Madrid, España Devoteam A tiempo completo

    **Devoteam es una consultora europea líder enfocada en estrategia digital, plataformas tecnológicas, ciberseguridad y transformación empresarial a través de la tecnología. Centrada en 6 áreas de especialización, abordamos los desafíos estratégicos de nuestros clientes: Digital Business & Products, Data-driven Intelligence, Distributed Cloud,...

  • Engineering Delivery Manager

    hace 1 mes

    Madrid, España JTI - Japan Tobacco International A tiempo completo

    **_Engineering Delivery Manager_** **_What this role is about?_** - This role is situated within the Digital Technology Department, operating under the Business Technology Service for Marketing and Sales within the DIGITAL and IT function at JTI. Specifically, the Digital Technology department, housed within the BTS M&S, plays a critical role in defining...

  • Delivery Manager

    hace 2 semanas

    Madrid, España Deudafix A tiempo completo

    Empresa: Arrocería la Estrella Descripción de la Empresa: Servimos paellas a domicilio & take away en Madrid. Buscamos una persona responsable encargada de gestionar la cocina con las motos (no somos un restaurante) Tipo de Contrato: Por Horas / Freelance Experiencia requerida: Sin Experiencia Laboral Educación requerida: Bachillerato Género: Indiferente...

  • Project Delivery Manager

    hace 1 mes

    Madrid, España Allot A tiempo completo

    **Who we are**: Allot is an established industry leader in network intelligence and security solutions for service providers and enterprises around the world. We believe in giving our Tier-1 customers around the world real value by offering them cutting-edge solutions that make their networks smarter and their users more secure. At Allot, you’ll have the...

  • Accounts Payable

    hace 1 mes

    Madrid, España Michael Page A tiempo completo

    ¿Dónde vas a trabajar? Multinational leader in the luxury cosmetics sector is looking for an Accounts Payable (AP) Manager with at least 6-8 years of experience in a Multinational companies. Experience managing large teams is a must since in this project you are going to lead a team of 12 people. High English level in essential. SSC experience highly...