Job 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.

Join our Global Sales Operations team at Nexthink, the leader in Digital Employee Experience. Based in our Madrid office, this unique opportunity involves managing and facilitating the renewal process for contracts and subscriptions between Nexthink and its Partners and clients Your primary focus will be on retaining and increasing subscription revenue in existing customer accounts.

Madrid Office based, the role is expected in the office a minimum 3 days a week.

Key Responsibilities:

1. Contract Renewals: Collaborate with clients to understand their needs, negotiate contract renewal terms and maximize renewal rates. Drive relevant activities to ensure timely and accurate completion of all necessary paperwork, including Quotes and Order processing. Establish a framework and process to track, manage, and maximize renewal contracts.
2. Client Communication: Maintain regular communication with clients throughout the renewal process, including contacting and follow-up with customers and partners to ensure a seamless experience. Address any concerns or questions they may have and provide information on the benefits of renewal.
3. Customer Retention: Work to retain existing customers by building and maintaining strong relationships. Identify opportunities for upselling or cross-selling additional products or services.
4. Data Analysis: Analyze customer usage patterns, satisfaction levels, and other relevant data to identify potential risks or opportunities for renewal. Use this data to create strategies for improving customer retention.
5. Negotiation: Skillfully negotiate terms, pricing, and contract details with clients to ensure a win-win situation for both the company and the customer.
6. Documentation: Maintain accurate and up-to-date records of all client interactions, contract details, including Terms & Conditions, and renewal processes. Ensure that all documentation complies with company policies and industry regulations.
7. Collaboration: Work closely with sales, marketing, and customer support teams to gather information, address customer concerns, and streamline the renewal process.
8. Forecasting & Reporting: Provide accurate forecasting, generate reports on renewal metrics, including renewal rates, and customer satisfaction scores. Present findings to management to inform decision-making and strategy development.
9. Customer Education: Educate clients on the value of continuing their relationship with the company, highlighting any new features, benefits, or improvements that have been made since their initial contract.

#LI-Hybrid

Qualifications

• English & Arabic fluency is mandatory.
• 3+ years experience in a similar position.
• Strong business acumen, superior negotiation skills, and a customer service mindset are a must.
• Experience in a SaaS company; high growth Scale-up experience is a plus.
• Highly organized, with attention to detail.
• Demonstrates effective teamwork, independence, and a proactive, energetic approach, showcasing resourcefulness and success in a fast-paced environment.
• Salesforce experience is a plus

Additional Information

We are 800+ 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.