Resolution Manager - Barcelona

Nutanix; Barcelona; Híbrido; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

In-office days

Descripción de la vacante

Nutanix is seeking an experienced Escalation/Resolution Manager to lead critical incident triage and action plans, coordinating with a global team to safeguard customer success. You will own multiple incidents, produce trend reports, and drive improvements while communicating across internal teams and with customers.

The role emphasizes strong communication, cross-functional collaboration, and the ability to operate in a hybrid, global support environment.

Formación

• Bachelor's degree in a relevant field or equivalent experience.
• Proven experience in escalation, technical support, and/or customer management in enterprise environments.
• Strong communication and executive-facing engagement skills.

Responsabilidades

• Triages critical incidents and develops action plans for customer success.
• Owns and manages multiple concurrent critical incidents.
• Collaborates with a global team of Resolution Managers to ensure continuity.
• Delivers internal and external communications during incident lifecycles.
• Produces consolidated reporting for trend analysis and long-term planning.
• Develops and delivers Post Assessment Reviews to identify improvements.
• Escalates and manages issues as needed with internal and external parties.
• Optimizes handovers and engineering engagements by representing the voice of the customer.
• Works with technology partners to resolve issues and drive ecosystem improvements.
• Provides support on weekdays and off-hours on a rotated basis.
• Experience facilitating executive-level conference calls.

Conocimientos

Escalation management

Customer communication

Incident management

Cross-functional coordination

Stakeholder management

Executive presentation

Time management under pressure

Multitasking

Voice of the customer

Global collaboration

Educación

Bachelor of Science in Computer Information Systems

Herramientas

CRM systems

Incident management tools

Descripción del empleo

In this role you will lead critical incident triage and action-plans to safeguard customer success, collaborating with global engineers and partners. You drive clear communications and consolidate reporting to enable long-term improvements. You balance high-pressure escalation management with cross-functional coordination to deliver a seamless voice of the customer. This position offers exposure to a hybrid, global Support environment and the chance to influence product and process outcomes.

• hybrid work model with in-office days per location
• Triages critical incidents and develops action plans for customer success
• Owns and manages multiple concurrent critical incidents
• Collaborates with a global team of Resolution Managers to ensure continuity
• Delivers internal and external communications during incident lifecycles
• Produces consolidated reporting for trend analysis and long-term planning
• Develops and delivers Post Assessment Reviews to identify improvements
• Escalates and manages issues as needed with internal and external parties
• Optimizes handovers and engineering engagements by representing the voice of the customer
• Works with technology partners to resolve issues and drive ecosystem improvements
• Provides support on weekdays and off-hours on a rotated basis
• 3+ years in escalation, technical support, and/or customer management in enterprise environments
• Advanced customer interaction skills
• Ability to translate customer frustration into positive outcomes
• Experience in field or technical support
• Strong organizational skills and multi-tasking under high stress
• Flexible hours and ability to handle high-profile customer situations
• Experience facilitating executive-level conference calls
• Bachelor of Science in Computer Information Systems or equivalent experience
• Account management or account executive skills for project tracking
• Effective verbal and written communication with customers and partners
• strong communication
• escalation management