Technical Customer Experience Manager

Nutanix; Phoenix (AZ); Remote; USD 80,000 - 120,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen erfahrenen Fachmann im Kundenmanagement, der eine Leidenschaft für den Aufbau langfristiger Beziehungen zu Kunden hat. In dieser spannenden Rolle werden Sie Teil eines dynamischen Teams, das sich auf die Unterstützung von Kunden bei der Nutzung innovativer Hybrid-Multicloud-Lösungen konzentriert. Sie werden die Möglichkeit haben, Ihre technischen Fähigkeiten zu nutzen, um die Zufriedenheit der Kunden zu steigern und deren Erfolg sicherzustellen. Diese Position bietet eine flexible Arbeitsumgebung, in der Sie direkt mit Kunden zusammenarbeiten, um deren Bedürfnisse zu verstehen und Lösungen zu liefern. Wenn Sie eine proaktive Denkweise haben und gerne in einem unterstützenden Team arbeiten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Potenzielle Boni

Aktienoptionen

Medizinische Leistungen

401(k)

Bezahlte Freizeit

Qualifications

• 8-12 Jahre Erfahrung in kundenorientierten technischen Rollen.
• Wissen über architektonische Rahmenwerke wie ITIL und TOGAF.

Responsibilities

• Aufbau und Pflege starker Kundenbeziehungen zur Sicherstellung des Erfolgs.
• Technische Unterstützung und Beratung für strategische Kunden.

Skills

Kundenbeziehungsmanagement

Technische Expertise in Hybrid-Multicloud-Lösungen

Kommunikationsfähigkeiten

Problem-Lösungsfähigkeiten

Education

Zertifizierungen (z.B. VCDX, VCAP, NPX)

ITIL oder TOGAF Kenntnisse

Tools

ITIL

TOGAF

Job description

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you an experienced professional with a strong technical background in customer experience and a deep-seated passion for building lasting relationships with senior-level customers? If so, you will thrive on our team which values collaboration, technical credibility, and the opportunity to drive customer success through innovative solutions using Nutanix technology, all while having the potential for career advancement in a supportive and empowering environment.

About the Team

At Nutanix, you would be joining the Customer Experience team, a group dedicated to driving adoption and ensuring customer satisfaction with our hybrid multicloud solutions for our strategic customers. This cohesive team is deeply motivated by a shared commitment to ensuring our customers' long-term success and value realization. Operating from key locations, the team fosters collaboration and builds strong relationships with customers. The culture emphasizes teamwork, deep technical credibility, and a commitment to being trusted advisors, aligning with the mission of enhancing customer experience and delivering value through effective engagement and proactive support.

This is a technical role that requires strong customer management skills. You’ll collaborate with customer IT operations and architecture teams, as well as with business and IT leadership. You will be expected to achieve the Nutanix Certified Expert (NCX) certification (training provided) within your first 6-12 months. NCX is an architectural certification earned by developing and documenting a Nutanix design, and defending it before a panel of experts.

You will report to the Regional Leader of Customer Experience, who believes in partnerships and collaboration, where every team member actively engages clients to help them realize their goals and achieve meaningful outcomes. The work setup is primarily remote, enabling efficient operation within your designated region without a traditional office. Instead of daily commuting, you'll spend most of your time engaging directly with customers to build relationships, understand their needs, resolve issues, and drive outcomes. The role requires weekly travel within your region, with limited overnight stays due to regional logistics, maintaining connections with both customers and your team.

Your Role

• Build and maintain strong relationships with assigned customer accounts to ensure their success with Nutanix technology.
• Act as the post-sales trusted advisor for 6-8 strategic customers, overseeing needs from deployment to adoption, long-term operation, and expansion.
• Collaborate with internal teams to optimize resource utilization and serve customer requirements effectively.
• Understand customer business goals and technical requirements through direct engagement.
• Partner with customer architects to align architecture with business needs.
• Create and document tailored Customer Success Plans, conduct reviews, and track progress.
• Monitor customer satisfaction metrics (e.g., NPS, CSAT) and proactively address concerns.
• Drive product adoption and expansion through technical expertise and relationship management.
• Provide insights on technology usage, maturity, and best practices to help customers operate efficiently.
• Gather and advocate customer feedback to influence product development and service improvements.
• Lead technical onboarding for new customers to ensure alignment with their desired outcomes.

What You Will Bring

• 8-12 years of experience in customer-facing technical roles, demonstrating credibility with mid-senior level audiences.
• Knowledge of architectural frameworks like ITIL, TOGAF, etc.
• Deep technical expertise in data center technology and virtualization, especially hybrid multicloud solutions.
• Understanding of large-scale customer operational standards and processes.
• Relevant certifications (e.g., VCDX, VCAP, NPX, NCX, ITIL v4, TOGAF) supporting technical credibility.
• Excellent communication and relationship skills for advocating customer needs and providing internal feedback.
• A customer-centric mindset with a passion for driving positive outcomes and problem-solving.

Work Arrangement

This position is primarily remote. Occasional in-office visits or travel may be required based on business needs.

The expected pay range at start is USD $0 - $0 annually, with actual compensation varying based on experience, skills, market, and other factors. Benefits include potential bonuses, stock units, medical and financial benefits, 401(k), paid time off, and more. Details will be provided upon offer. The position is at-will, with the company reserving the right to modify compensation and benefits at any time. The application deadline is 40 days from posting, but the posting may be removed earlier if the position is filled.