Manager, Service Strategy and Enablement

Nutanix•San Jose, CA

3d•$147,000 - $294,000•Hybrid

About The Position

Are you an experienced leader with a strong background in technical support, exceptional cross-functional collaboration skills, and a passion for driving continuous improvement? If so, join our dynamic Support Readiness team at Nutanix, where you'll have the opportunity to shape the future of customer experience, mentor a dedicated team, and bridge the gap between Product, Engineering, and Support to deliver exceptional service to our clients. The Manager, Support Readiness role will be part of the Support Readiness team at Nutanix, located in San Jose, CA. This team comprises highly skilled and passionate Serviceability Engineers dedicated to enhancing product and customer experiences. The culture within the team fosters collaboration, growth, and innovation, with a strong focus on bridging the gaps between Product, Engineering, and Support. The mission of the Support Readiness team is to ensure that customer-facing teams are well-prepared for product launches, updates, and process changes, enabling them to deliver exceptional service to our customers. You will report to the Sr. Manager, Support Readiness, who emphasizes a supportive and empowering leadership style. This manager believes in nurturing team growth, providing mentorship, and inspiring collaboration among team members and stakeholders. The work setup for this role is hybrid, with employees expected to be in the office 3 days per week as well as on additional days based on job requirements. This role may require some travel, although specific travel needs will be determined based on project demands and team collaboration efforts. The emphasis will be on maintaining effective communication and support within the team and across other departments.

Requirements

Master's degree in Computer Science, Business, or a related field.
10+ years of experience in technical support or serviceability, with at least 3 years in a managerial role.
Strong cross-functional stakeholder management skills with engineering and product teams.
Proven technical problem-solving abilities focused on data analysis and metrics interpretation.
Exceptional leadership and people management skills, including team coaching and development.
Effective communication and influencing skills, capable of presenting to senior leadership.
Hands-on experience with product and process improvement methodologies.
Familiarity with Nutanix's HCI, virtualization platforms, and CRM tools, along with cloud environment understanding.

Responsibilities

Lead and develop a high-performing team of Support Readiness Specialists, fostering a culture of collaboration and continuous growth.
Coordinate support readiness planning for product launches and updates, ensuring effective communication with product and engineering teams.
Serve as the primary liaison between support, product, and engineering to address technical updates and challenges.
Develop and track key performance metrics (KPIs) for support readiness, utilizing data for ongoing improvement initiatives.
Conduct regular one-on-one meetings to support team member development and career progression.
Identify and resolve support challenges through cross-functional collaboration, enhancing service delivery efficiency.
Implement scalable processes and tools to improve team productivity and operational efficiency.
Foster a culture of excellence by developing training programs that promote continuous learning among team members.