Sr. Customer Experience Manager

Nutanix•Durham, NC

6d•$106,000 - $212,000•Hybrid

About The Position

This role is within a newly established Customer Experience organization, focused on enhancing customer relationships and driving satisfaction. The position is based in Durham, NC, with a hybrid work arrangement requiring 3 days per week in the office. The team's mission is to become a trusted partner for customers, ensuring their needs are met and fostering long-term relationships that drive adoption and success of Nutanix solutions. The role involves frequent engagement with 20-25 assigned customer accounts and reports to a Customer Experience leader who promotes a collaborative management style.

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 NCM certification within the first year 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.