Sr. Manager, Customer Experience (East)

Nutanix; Chicago (IL); Remote; USD 131,000 - 263,000; Full time

Job summary

A leading technology company is seeking a Manager for their Customer Experience team in the Eastern US, focusing on enhancing customer satisfaction and retention. The role involves leading a team, driving adoption of services, and engaging directly with customers to ensure their success. Candidates should have a proven background in customer success, with strong leadership and technical skills related to Nutanix technology.

Benefits

Flexible remote working

Sign-on bonus

Restricted stock units

Full range of medical benefits

401(k) eligibility

Paid time off benefits

Qualifications

• 7 to 10 years in customer success or experience roles, with 3 to 5 years in management.
• Strong leadership and team management skills.
• Technical understanding of Nutanix technology, certification training provided.

Responsibilities

• Lead and manage a team of customer success professionals.
• Develop strong relationships with key stakeholders.
• Foster a diverse team environment and establish performance metrics.

Skills

Leadership

Customer Engagement

Problem Solving

Relationship Building

Job description

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a strategic leader with a passion for enhancing customer experience and a proven track record in building successful teams? If so, you’ll be excited to join a dynamic team at Nutanix that is dedicated to transforming customer experience under the guidance of experienced leadership and with the overwhelming support of the CEO.

About the Team

The Customer Experience team at Nutanix is dedicated to building a robust, technical customer success capability, supporting the company's strategic transition to a subscription model. This team focuses on driving customer adoption, enhancing customer experience and driving customer expansion. The culture within the team emphasizes collaboration, technical capability, and hands-on engagement with customers, all aimed at ensuring that customer needs are prioritized and executed flawlessly.

You will report to the Senior Director of Customer Experience, who leads with a hands-on approach and values open communication and relationship-building within the team. This manager is committed to fostering a diverse and inclusive environment while holding team members accountable for their development. The role is designed to be remote within the designated region, allowing flexibility, with an expectation of occasional in-office meetings as needed.

The role will require regular travel to customer and partner sites within the region, with a few overnight stays as necessary to strengthen relationships and support customer success initiatives. Travel is expected to largely remain within the assigned geographic area to ensure efficient engagement with clients.

We are seeking a Manager for the Eastern US.

Your Role

• Lead and manage a team of customer success professionals to drive adoption and enhance customer satisfaction and retention.
• Develop strong relationships with key stakeholders, including sales leadership and engineering teams.
• Assign team members to customer accounts based on strengths and account needs for optimal success.
• Engage directly with customers to ensure their success and provide support aligned with their goals.
• Implement a customer success capability that aligns with the company's transition to a subscription model.
• Influence product roadmaps based on customer feedback, ensuring offerings meet market demands.
• Foster a diverse team environment to enhance team dynamics and creativity.
• Establish performance metrics and evaluate team members to drive accountability and professional growth.

What You Will Bring

• 7 to 10 years of experience in customer success or customer experience roles, with 3 to 5 years in a management position.
• Strong leadership and team management skills, including the ability to attract, coach, develop and retain top talent.
• Proven ability to build relationships with sales teams and understand customer accounts.
• Experience influencing product roadmaps based on customer feedback and market needs.
• Technical skills to know and understand Nutanix technology - there will be an expectation to earn the Nutanix Certified Expert (NCX) certification (training will be provided for this) within the first year
• Hands-on approach to customer engagement and problem-solving capabilities.
• Commitment to diversity and inclusion in hiring and team composition.
• Experience in a subscription-based SaaS business model strongly preferred.
• Ability to navigate organizational dynamics and foster collaboration across departments.

The pay range for this position at commencement of employment is expected to be between USD $ 131,120 and USD $ 262,680 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.