Staff Customer Experience Manager, UK

Nutanix; London; Remote; GBP 45,000 - 85,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer relationships and drive satisfaction in the UK. This role offers the opportunity to work remotely, providing flexibility while requiring occasional travel to customer accounts. You will build strong partnerships, develop tailored Customer Success Plans, and advocate for customer needs, all while collaborating with internal teams to optimize service delivery. If you are passionate about customer success and have a strong technical background, this role is perfect for you to make a significant impact in a dynamic environment.

Qualifications

• 5+ years in customer-facing technical roles with mid-senior stakeholders.
• Strong expertise in data center tech and virtualization solutions.

Responsibilities

• Build and nurture relationships with assigned customer accounts.
• Monitor and improve customer satisfaction metrics and drive product adoption.

Skills

Customer-facing technical roles

Data center technology

Virtualization

Hyper-converged solutions

Communication skills

Relationship-building

Customer-centric mindset

Advocacy for customer needs

Education

Relevant technical certifications (e.g., VCDX, VCAP, NCX, NCM, NCP)

Tools

ITIL

TOGAF

Job description

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, 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 the UK. The position could be based anywhere in the UK 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

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

What You Will Bring

1. 5+ years of experience in customer-facing technical roles, engaging with mid-senior level stakeholders.
2. Strong technical expertise in data center technology, virtualization, and hyper-converged solutions.
3. Relevant technical certifications (e.g., VCDX, VCAP, NCX, NCM, NCP) enhancing credibility.
4. Familiarity with architectural frameworks such as ITIL and TOGAF.
5. Proven experience in managing large-scale customer operational standards and processes.
6. Exceptional communication and relationship-building skills, with a focus on advocacy for customer needs.
7. Customer-centric mindset coupled with a passion for driving change and developing success strategies.
8. Adept at collaborating with cross-functional teams and delivering feedback to enhance service delivery.

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement; however, there may be circumstances where you may be required to come into a local office for a specific purpose and/or to travel to other locations based on business needs.