• Location
    • Lausanne, CH
  • Date Posted
  • Nov. 25, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

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

Sales & Customer Operations is a multifaceted, global team dedicated to a low-effort, high-satisfaction experience through experts handling inquiries, delivering high touch support to internal functions (Sales, Marketing, Finance and Customer Success organizations) and Customers.

Develops and maintains positive relationships, coordinates with internal functions and Customers to ensure inquiries, order booking are handled appropriately and in a timely manner.

Your responsibilities:

  • Entering and processing of Customer orders (license subscription, Service contracts) and invoicing in the CRM and ERP system. Review of all terms and conditions according to existing customer protocol with close follow up to ensure timely delivery
  • Maintaining and processing of Customer Renewals order and invoicing in the CRM and ERP system
  • Creating and delivering Customer License keys in the licensing system
  • Analyzes the details of the customer’s (internal&external) inquiry and does the necessary research to respond accurately and completely
  • Resolves customer (internal&external) inquiries using a variety of tools and web applications
  • Escalates issues as needed to manager or different departments, and keeps the customer (internal&external) informed of the progress
  • Identifies the root cause of customer (internal&external) issues and takes action to prevent future contacts
  • Provide service within agreed upon Service Level Agreements (SLA’s) with various customers, both internal and external
  • Act as a liaison with various departments throughout the company and be a trusted advisor to internal/external parties
  • Drive and own internal/external customer operational efficiency and engagement with internal stakeholders via regular calls/service reviews. Propose solutions and efficiencies to resolve customer issues, ensuring customer needs are always met
  • Generate and analyze regular and ad hoc reports for internal and external customers
  • Support the Cash and collection team
  • Support the Quality and compliance team with data accuracy
  • Work actively in Projects/Initiatives to enhance new process supporting Company growth

Qualifications

  • Strong Customer Service experience
  • Team player and a good communicator
  • Able to work under pressure
  • Versatile, autonomous and rigorous
  • Good knowledge of MS office
  • Good Knowledge of CRM Salesforce.com and ERP Netsuite
  • Strong Business Acumen
  • Accountability and result driven
  • Change management ability
  • Software Business understanding
  • Minimun 5 Years in Customer Service and Sales Operations

Additional Information

We are nearly 700 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.