Global Resolution Manager - Customer Success Lead

Nutanix; Ciudad de México; Híbrido; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Nutanix seeks a senior Resolution Manager to lead collaboration among stakeholders and ensure customer success. You will monitor cluster health, respond rapidly to incidents, and obsess over customer outcomes.

The role spans global teams and requires flexible hours with on-site presence in locations like Mexico City, among others. You will triage incidents, develop action plans, and own multiple critical issues while communicating with customers, engineers, and account teams.

Formación

• Experience in escalation management and conflict resolutions.
• At least 3 years of escalation, technical support and/or customer management in an enterprise technical support environment.
• Ability to understand customer frustration points and translate them into positive outcomes.
• Be the customer advocate with emphasis on their success.

Responsabilidades

• Triage Critical Incidents and develop action plans to deliver customer success.
• Develop technical understanding of Nutanix’s product suite for presenting complex material to diverse audiences.
• Own and manage multiple critical incidents simultaneously.
• Collaborate and coordinate with global teams of Resolution Managers to ensure continuity.
• Deliver internal and external communications during the life of critical incidents.
• Consolidate reporting for trend analysis and long-term planning.
• Develop Post Assessment Reviews to identify product/process improvements.
• Elevate and manage issues internally and externally as needed.
• Coordinate with technology partners to resolve issues and push ecosystem improvements.
• Provide support on weekdays and off hours on a rotating basis.

Conocimientos

Escalation management

Customer management

Communication skills

Conflict resolution

Multitasking

Enterprise support

Educación

Bachelor's degree in Computer Information Systems

Herramientas

Slack

Descripción del empleo

Nutanix seeks a senior Resolution Manager to lead collaboration among stakeholders and ensure customer success. You will monitor cluster health, respond rapidly to incidents, and obsess over customer outcomes.

The role spans global teams and requires flexible hours with on-site presence in locations like Mexico City, among others. You will triage incidents, develop action plans, and own multiple critical issues while communicating with customers, engineers, and account teams.