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Nexthink is seeking a DEX Operations Architect to join the customer success function. This is a strategic, customer-facing role focused on transforming how enterprises operate their IT infrastructure by embedding DEXOps concepts into core operational workflows.
You will work embedded with customer IT leadership as a strategic partner, identifying, designing, and delivering operational improvements that produce quantifiable business outcomes. The role combines deep technical expertise with organizational change leadership and executive relationship management.
Key Responsibilities:
Identify & Deliver Customer Business Workflows: Continuously scan assigned accounts for workflows critical to customer operations. Conduct discovery sessions to understand customer processes, pain points, and dependencies. Design workflow transformations with DEXOps as the foundation. Drive implementation and change management to ensure adoption and measurable operational improvements. Secure executive sponsorship and named ownership for each workflow.
Execute Quarterly Customer Health Reviews: Facilitate structured quarterly conversations with customer stakeholders to assess effectiveness. Prepare and facilitate reviews with customer IT leadership. Build a breakage inventory mapping technical and political dependencies. Score item impact based on business criticality, detection time, and accountability. Identify unowned dependencies and execute political work to secure senior named owners. Track impact trends over time as a key health signal.
Secondary Responsibilities: Develop deep domain expertise in IT operating models and enterprise platform practices. Track and communicate quantitative workflow metrics and automation effectiveness. Collaborate with Product and Sales teams to align new platform capabilities with customer workflows. Develop technical understanding of the Nexthink platform and advise customers on optimal solutions. Mentor internal and customer teams on enterprise operations best practices. Participate in account planning, executive business reviews, and strategic business reviews. Build and maintain executive relationships with customer C-level and senior IT leadership.
Requirements:
- 5-8+ years in IT operations, IT service management, IT strategy, or related enterprise IT leadership roles
- Demonstrated expertise in IT operating models, process redesign, and organizational change management
- Track record of leading cross-functional initiatives and securing buy-in from IT executives and business stakeholders
- Ability to translate between technical IT language and business outcomes
- Experience with IT service delivery transformation or enterprise software platforms
- Strong problem-solving and systems-thinking skills; ability to map complex dependencies and workflows
- Excellent communication, presentation, and facilitation skills for running structured discovery and review sessions
- Demonstrated experience operationalizing SaaS solutions to deliver tangible business benefits
Preferred Qualifications:
- Background in Professional Services, Solution Consulting, or Enterprise Architect roles
- ITIL certification (Foundation or higher) or equivalent IT governance framework knowledge
- Experience at a SaaS company in customer success, implementation, or post-sales engineering
- Experience leading organizational change initiatives or IT transformation programs
- MBA, engineering degree, or advanced IT certifications
