Support Account Manager (federal) - Remote Eligible

Support Account Manager

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.

As a Support Account Manager, you will be responsible for the Federal customers you are assigned to under the Premium Support program. You will ensure the success of the customers you handle in terms of technical support, and you will become their single point of contact for their region. You will be based in remote and will report to the Premium Support Manager.

You must have previous experience in L2 and L3 support, customer-facing consulting and should be equally comfortable working in a team as well as independently, be ready to learn, and be open to receiving feedback from your peers and management. You should have a high sense of ownership of the domain for which you are responsible.

Job duties

• First, second and third level of support for Premium Support customers located in your business area - up to 5 accounts.
• Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.
• Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.
• Be present in key meetings throughout the different phases of a project, including kick-off and go-live.
• Organize and take part in follow-up meetings with both the internal teams at Nexthink as well as the customer, in order to provide resolution to a customer issue.
• Ensure you have a thorough understanding of the customer's environment, business and particular needs.
• Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.
• Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

Qualifications

• At least 5 years of technical support experience
• Consolidated experience in troubleshooting Linux server-side applications
• Consolidated experience in virtualization and system and network administration
• Basic understanding of Linux scripting
• Experience with public cloud platforms (AWS preferrable)
• Good knowledge of Windows Operating Systems
• Familiarity with New Relic or another APM a plus
• Basic understanding of Kubernetes/containerization concepts a plus
• Excellent written and verbal communication skills in English (other European languages are a plus)
• Very strong orientation towards customer service
• Curiosity and strong...

Nexthink is committed to fostering a diverse and inclusive workplace where everyone can thrive. We provide equal employment opportunities to all applicants and employees regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or other characteristics protected by law.

We comply with all applicable laws, including those enforced by the OFCCP, and actively strive to build a workforce that reflects the communities we serve.

As part of our application process, we are required to ask certain demographic questions. Your responses are entirely voluntary and will not impact your application.

If you need assistance or accommodation due to a disability during the application or interview process, please contact us at dl-talent-acquisition@nexthink.com.