Customer Experience Manager

Nutanix; Kuala Lumpur; On-site; MYR 242,000 - 324,000; Full time

Job summary

A leading technology company in Kuala Lumpur is looking for a Customer Experience Manager to enhance customer relationships and drive satisfaction. In this role, you will build strong connections, develop tailored success plans, monitor satisfaction metrics, and advocate for customer needs. Frequent engagement with assigned accounts is required, along with a collaborative approach within a new team. This position also entails achieving NCX certification to enhance expertise in customer experience management.

Qualifications

• Experience in customer-facing roles with technical background.
• Strong ability to build relationships with mid-senior-level stakeholders.
• Ability to travel occasionally for customer relationship building.

Responsibilities

• Build and nurture relationships with assigned customer accounts.
• Develop tailored Customer Success Plans with regular progress reviews.
• Monitor and improve customer satisfaction metrics.
• Drive product adoption and engage proactively with customers.
• Collaborate with internal teams to optimize resources.
• Establish foundational processes and best practices.
• Achieve NCX certification for customer experience management.
• Advocate for customer needs in product development.

Skills

Customer relationship management

Technical knowledge

Product adoption strategies

Customer satisfaction improvement

Job description

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. There,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 APJ. This technical position will be based in Kuala Lumpur, Malaysia, and it fosters a collaborative and empowering culture aimed at achieving excellence. The mission of this team is to become a trusted partner for both our internal teams, as well as our customers, ensuring our customers’ needs are met and fostering long‑term relationships that drive the adoption and success with our solutions.

You will report to one of the Customer Experience leaders, who believes in a collaborative management style that empowers team members and promotes collective success.

This role requires frequent engagement with 20-25 assigned customer accounts. Depending on specific account assignments, occasional travel to other locations within India may also be required. The ability to travel occasionally is essential for building and maintaining effective relationships with customers.

Your Role

• Build and nurture strong internal and external 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 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 as a mid‑term goal 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.