Customer Experience Manager

Nutanix•Durham, NC

11d•Hybrid

About The Position

Hungry, Humble, Honest, with Heart. The Opportunity Are you an experienced customer-facing professional with a strong technical background and a passion for building relationships with mid-senior-level stakeholders? If so, you would thrive in our newly established Customer Experience organization. There, you can play a pivotal role in driving customer success, working alongside a collaborative team, and seizing opportunities for growth and advancement in a dynamic market. About the Team The Customer Experience Manager role will be part of a newly formed team within Nutanix focused on enhancing customer relationships and driving satisfaction in the US. The position will be based in Durham, NC and it fosters a collaborative and empowering culture aimed at achieving excellence. The mission of this team is to become a trusted partner for our customers, ensuring that their needs are met and fostering long-term relationships that drive the adoption and success of our solutions. You will report to one of the Customer Experience leaders, who believes in a collaborative management style that empowers team members and promotes collective success. This role requires frequent engagement with 20-25 assigned customer accounts. Depending on specific account assignments, occasional travel to other locations in the region may also be required. The ability to travel occasionally is essential for building and maintaining effective relationships with customers.

Requirements

3-5+ years of experience in technical customer-facing technical roles (Support Engineer, Systems Engineer, Technical Account Managers) engaging with mid-senior level stakeholders.
Technical expertise in data center technology, virtualization, and hyper-converged solutions.
Proven experience in managing large-scale customer operational standards and processes.
Exceptional communication and relationship-building skills, with a focus on advocacy for customer needs.
Customer-centric mindset coupled with a passion for driving change and developing success strategies.
Adept at collaborating with cross-functional teams and delivering feedback to enhance service delivery.

Nice To Haves

Expertise in VMware ESXi and data center virtualization, ideally with experience in Nutanix Enterprise Cloud Platform.
Understanding storage and data protection technologies (replication, snapshots, backup, restore, etc.).
Technical certifications (e.g., VCP, NCM, NCP) enhancing credibility.
Familiarity with architectural frameworks such as ITIL and TOGAF.

Responsibilities

Build and nurture strong relationships with assigned customer accounts, acting as a trusted advisor throughout their journey with Nutanix technology.
Develop and implement tailored Customer Success Plans that align with customer goals, conducting regular reviews to track progress and adapt as necessary.
Monitor and improve customer satisfaction metrics, proactively addressing any concerns to enhance overall customer experience.
Drive product adoption and expansion by leveraging deep technical knowledge and fostering proactive engagement with customer organizations.
Collaborate with internal teams to optimize resources and ensure effective response to customer requirements and feedback.
Play a pivotal role in establishing foundational processes and best practices within the customer experience team.
Achieve NCX certification within the first three years to enhance expertise in customer experience management and establish credibility.
Advocate for customer needs and deliver constructive feedback to influence Nutanix's product development and service enhancements.

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