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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 be embedded with customer IT leadership as a working partner, helping them identify, design, and deliver operational improvements that provide quantifiable outcomes. The role has two core, recurring deliverables:
**Identify & Deliver Customer Business Workflows**
Continuously scan assigned accounts for workflows that are key to customer operations. Partner with customer IT leadership to redesign these workflows with DEXOps as the foundation. This includes identifying embedded workflows that drive real operational change, conducting discovery sessions to understand customer processes and pain points, designing workflow transformations that complement how the customer operates IT, driving implementation and change management to ensure adoption, and securing executive sponsorship and named ownership for each workflow.
**Execute Quarterly Customer Health Reviews**
Facilitate structured quarterly conversations with customer stakeholders to assess effectiveness. Map organizational dependencies, assign named accountable owners to critical workflows, prepare and facilitate reviews with customer IT leadership, build breakage inventory (technical and political map of downstream dependencies), score item impact based on business criticality and detection time, identify unowned dependencies and execute political work to secure senior named owners, and 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 workflows. Develop technical understanding of the Nexthink platform and advise customers on best technical solutions. Mentor and upskill 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.
Nexthink is the leader in digital employee experience management software, providing IT leaders with unprecedented insight to see, diagnose, and fix issues at scale impacting employees. The company serves more than 1,500 customers representing 25+ million employees globally, with dual headquarters in Lausanne, Switzerland and Boston, Massachusetts.
**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 of 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
