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 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: - 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. - 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. - Customer Retention: Work to retain existing customers by building and maintaining strong relationships. Identify opportunities for upselling or cross-selling additional products or services. - 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. - Negotiation: Skillfully negotiate terms, pricing, and contract details with clients to ensure a win-win situation for both the company and the customer. - 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. - Collaboration: Work closely with sales, marketing, and customer support teams to gather information, address customer concerns, and streamline the renewal process. - 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. - 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.

Role Description We are seeking a dedicated and customer-focused Client Retention Officer to join a dynamic and fast-paced financial services environment. The successful candidate will be responsible for delivering exceptional customer support, maintaining strong client relationships, and ensuring a seamless client experience across multiple communication channels. - Deliver high-quality service and support to clients through live chat, email, and phone channels. - Respond to customer inquiries by identifying issues, conducting research, and providing effective solutions. - Handle and resolve customer complaints and service-related issues promptly and professionally. - Provide accurate information regarding the company's products, services, and operational processes. - Support clients with a variety of matters, including but not limited to: - System and technical troubleshooting - Login and account-related issues - Account administration and back-office inquiries - Financial or operational support requests - Follow up with clients to ensure timely resolution of outstanding issues. - Perform back-office administrative tasks and maintain accurate customer records. - Ensure all activities comply with internal policies and regulatory requirements, including KYC, AML, and due diligence procedures. - Provide feedback and recommendations to improve customer service processes and operational efficiency. - Escalate complex issues to senior management when necessary to ensure timely resolution. Qualifications - Bachelor's Degree or equivalent relevant working experience. - Excellent command of both English and Bahasa Malaysia (written and spoken). - Working experience in the FX and CFDs industry. - Strong computer literacy and proficiency with common business applications. - Excellent communication and interpersonal skills. - Strong analytical and problem-solving abilities. - High attention to detail and strong organizational skills. - Ability to work effectively in a fast-paced and customer-focused environment. Benefits - Opportunity to join a dynamic and growing organization. - Exposure to the financial services industry and international markets. - Professional development and career growth opportunities. - Collaborative and supportive working environment. - Competitive salary and benefits package. - Comprehensive training and ongoing support to help you succeed in your role.

Role Description This is an individual contributor position reporting to the Senior Manager, Product Operations. This is currently a remote position. You will work from your home office and collaborate virtually with customers, teammates, and cross-functional partners. Work location expectations and remote work arrangements are subject to change based on business needs. Your primary responsibility is to deliver exceptional support to Second Life’s highest-value customers, such as Concierge and Premium Plus members. Using a variety of communication channels (phone, live chat, ticketed support), the Specialist will leverage in-depth technical knowledge, excellent communication skills, and a strong understanding of the platform’s evolving features to solve customer concerns swiftly and effectively. Your goal is not only to resolve issues but to foster long-term success and engagement for all our valued customers. Location Requirement - This role is approved for employment only in Georgia, Texas, and Florida. - You must reside in one of these states at the time of hire. - A future relocation outside of an approved employment state may affect your eligibility to continue in the role. How You’ll Grow With Us At the Lab, you'll experience the best of both worlds: the stability of an established company with over 20 years of expertise and the dynamic momentum of a startup driven by continuous progress. You'll have the unparalleled opportunity to forge meaningful relationships, design impactful systems, and craft strategies that shape the future of virtual experiences. The Impact You’ll Drive - Proactively identify and resolve potential issues by reviewing customer activity and feedback. - Develop and lead virtual whiteboarding sessions to visually map out issues and solutions and capture outcomes. - Utilize AI assistive technologies to support customer needs and escalations. - Build strong relationships with customers through personalized support and advice. - Encourage customers to explore new features, events, and experiences in Second Life. - Leverage backend tools to diagnose and resolve issues related to Region performance. - Maintain a high level of customer satisfaction and a score of at least 4. - Handle 50+ customer interactions per day consistently. - Quickly shift tasks to assist team members during surges in customer inquiries or technical issues. - Analyze support interactions and feedback to improve support processes. - Stay up-to-date with and use Second Life’s latest features, releases, and community standards. - Resolve customer complaints and issues diplomatically via email, chat, and in-world channels. - Leverage experience using customer relationship management (CRM) systems to track, manage, and resolve customer inquiries. - Exemplify self-initiative and a strong sense of responsibility. - Display a well-developed sense of humor, resilience, and a positive outlook. How You'll Shape Our Future - Extensive experience as a Second Life resident and advanced knowledge of the platform. - At least six months of experience in a Customer Success or Customer Support role. - A service-oriented mindset and passion for customer support. - Exceptional verbal communication skills. - The ability to multitask under pressure while communicating effectively. - Patience, empathy, and a commitment to understanding each customer's unique needs. - Curiosity about AI technologies and an interest in learning how they can be applied effectively. - Flexibility to work weekends, evenings, holidays, and other non-traditional schedules as business needs require. The Fine Print - Hourly pay range is $19.47 to $26.44, with a starting rate of $19.88 per hour for new hires. - This role is eligible for awards under our Equity Incentive Plan (EIP) and a generous benefits package. Essential Role Functions & Work Environment - Perform focused, computer-based tasks and collaborate effectively in a dynamic, remote environment. - Communicate clearly and effectively through typing. - Maintain the ability to sit, stand, or remain stationary for extended periods. - Sustain prolonged attention on a computer monitor to perform tasks requiring visual focus. - Operate standard home office equipment and handle materials as needed for virtual presentations. - Navigate your home workspace to participate fully in meetings and team activities. Our Commitment to Equal Opportunity Linden Lab celebrates and values diversity in all its forms. We are committed to maintaining a diverse, equitable, and welcoming workplace where everyone feels valued and supported. Candidates from all backgrounds and experiences are encouraged to apply. Global Data Privacy Notice Your privacy is important to us. Depending on your location, laws such as the California Privacy Rights Act (CPRA) may govern how we handle and process the personal data of job applicants.

At Forge, we know our team is our greatest asset. As technology innovators in the private market, our vision is to deliver a richer future for everyone. We live that vision through our values of being bold, accountable, and humble. We experience the value that our vision brings to the world every day, helping the teams behind the greatest innovations of our generation, from space travel to artificial intelligence, and more. With liquidity solutions, exclusive data and insights, a custody offering, and a vibrant marketplace, Forge’s goal is to build the best-in-class technology infrastructure to power a global private market that is transparent, accessible, and seamless for companies, their employees, and investors. Through Forge, employees can sell their private shares, employers can reward shareholders with pre-IPO liquidity and individual and institutional investors can participate in private unicorn growth. Forge's differentiated global marketplace addresses rising demand among individual and institutional investors for exposure to private company stocks and is building a growing network effect. Our ability to offer these powerful financial solutions has generated incredible interest from investors, demand from customers, and a need to grow our team to meet the needs of more companies, teams, and innovators in this way. Customer Success Specialist at Forge Trust: Are you passionate about helping customers achieve understanding for managing their self-directed retirement account? Do you want to work for a company that offers innovative options, exceptional service, and unparalleled expertise in self-directed retirement accounts? Do you enjoy working from home, having weekends and bank holidays off, and getting paid well for your skills and experience? If you answered yes to these questions, then you might be the perfect fit for our Customer Success Specialist role at Forge Trust! Forge Trust is a leading provider of self-directed retirement accounts that empower investors to diversify their portfolios with alternative assets. Our mission is to help our clients achieve their financial goals by offering them innovative options, exceptional service, and unparalleled expertise. What you'll do: As a Customer Success Specialist, you will be the first point of contact for our clients and the voice of our customer in every interaction. You will: - Use chats, phone calls, and emails to listen, teach, problem solve and provide proactive recommendations to our clients. - Build trust and rapport with customers, educate them on the features and benefits of our products and services, and provide potential solutions to complex situations. - Guide them through each inquiry from start to finish. - Collaborate with other teams to ensure customer satisfaction and retention. What you'll need: To succeed in this role, you will need: - A high school diploma or equivalent and 2 years of customer service experience. - Proven customer support experience or experience as a Customer Success Professional. - Strong verbal and written communication skills as well as excellent phone etiquette. - Familiarity with Microsoft Office. - Customer orientation and ability to adapt/respond to different types of clients. - Ability to multi-task, prioritize, and manage time effectively. - Strong organizational and time management skills. - Ability to solve complex problems from start to finish. - Independent thinking skills while working with customers and team members. - A bachelor's degree or equivalent experience in related fields is preferred but not required. Why work for Forge Trust? At Forge Trust, we value our employees as much as our customers. We offer: - Remote Work Environment: You can work from the comfort of your own home if you have a reliable internet connection and a quiet, secure environment. - Career growth: You will have opportunities to learn new skills, take on new challenges, and advance your career within the company. - Competitive compensation: You will receive an hourly wage that reflects your skills and experience and is above the industry average. - Benefits package: You will enjoy health insurance, retirement plan, paid time off, employee discounts, and more. - Fun culture: You will work with a team of passionate, friendly, and supportive colleagues who share your values and vision. About this position: - This position is based out of Sioux Falls, SD and is fully remote anywhere in South Dakota. - Monday – Friday, Hours 10:30 am to 7:00 pm CST - Full Benefits include Medical, Dental, Vision, Life, Disability and 401(k) plan. - $20 hr. + based on experience. - Internet stipend available. - Physical requirements: operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication Upon offer, we conduct background checks that include employment and education verification, state, and county criminal history searches as well as fingerprint and drug test. Forge is proud to be an equal opportunity employer committed to supporting a diverse and inclusive workplace. Our employment decisions are made without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, veteran status, or any other characteristic protected by federal, state, or local laws.