Senior Customer Experience Manager

Nutanix; Dubai; Hybrid; AED 150,000 - 200,000; Full time

Job summary

A leading technology firm is seeking a Customer Experience Manager to enhance customer relationships and drive satisfaction. You will build strong relationships with customers, develop tailored success plans, and advocate for their needs. The ideal candidate has over 5 years of experience in customer-facing technical roles, strong expertise in data center technology, and is fluent in Arabic and English. This role allows for remote work with occasional travel, fostering collaboration in a dynamic environment.

Qualifications

• 5+ years of experience in customer-facing technical roles with mid-senior level stakeholders.
• Fluency in Arabic and English is required.
• Strong technical expertise in data center technology and hyper-converged solutions.

Responsibilities

• Build and nurture strong relationships with assigned customer accounts.
• Develop and implement tailored Customer Success Plans.
• Monitor and improve customer satisfaction metrics.
• Drive product adoption and expansion by leveraging technical knowledge.
• Collaborate with internal teams to optimize resources.

Skills

Customer advocacy

Relationship building

Technical expertise in virtualization

Communication skills

Collaboration with cross-functional teams

Education

Relevant technical certifications (VCDX, VCAP, NCX, NCM, NCP)

Job description

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, where 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 UAE. The position could be based anywhere in UAE 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 Leaders of Customer Experience, who believes in a collaborative management style that empowers team members and promotes collective success. This role offers a remote work setup, providing flexibility for team members. While there is no mandatory in-office schedule, employees are encouraged to visit the office as needed to enhance collaboration. This role requires weekly travel to approximately 10‑12 or more assigned customer accounts. Depending on specific account assignments, there may also be occasional travel to other locations in the region. The ability to travel frequently is essential for building and maintaining effective relationships with customers.

Your Role

• 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 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.

What You Will Bring

• 5+ years of experience in customer-facing technical roles, engaging with mid-senior level stakeholders.
• Strong technical expertise in data center technology, virtualization, and hyper-converged solutions.
• Relevant technical certifications (VCDX, VCAP, NCX, NCM, NCP) enhancing credibility.
• Familiarity with architectural frameworks such as ITIL and TOGAF.
• 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.
• Fluency in Arabic and English is required for this role.

Work Arrangement On Site : This role is based on-site, offering the opportunity to collaborate face-to-face with team members in a dynamic and engaging work environment. Being physically present allows for seamless teamwork and direct access to resources that support your success. Additional team-specific guidance and norms will be provided by your manager.