Technical Customer Experience Manager- NAVY/DOD

Nutanix; San Diego (CA); Remote; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Technical Architect, where you will leverage your extensive experience to enhance customer success with hybrid multicloud solutions. This role focuses on building strong relationships with strategic customers, ensuring their satisfaction and driving product adoption. You'll collaborate with cross-functional teams, monitor customer satisfaction metrics, and advocate for customer needs. With a supportive environment that values technical credibility and teamwork, you will have the opportunity to make a significant impact while enjoying a flexible work arrangement.

Qualifications

• 8-12 years in customer-facing technical roles with credibility.
• Deep technical expertise in hybrid multicloud solutions.

Responsibilities

• Provide expert guidance on Navy platforms and programs.
• Build relationships with customers to ensure success.

Skills

Customer Relationship Management

Technical Architecture

Data Center Technology

Virtualization

Cybersecurity Compliance

Education

Relevant Certifications (e.g., VCDX, VCAP)

Bachelor's Degree in a Technical Field

Tools

ITIL Framework

TOGAF Framework

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. Our culture emphasizes teamwork, deep technical credibility, and a commitment to being trusted advisors, aligning with our mission to enhance customer experience and deliver value through effective engagement and proactive support.

We seek a highly skilled technical architect or consulting engineer with deep technical knowledge in strategic, operational, and tactical Navy platforms and programs of record. The ideal candidate will have extensive experience developing, integrating, and managing Navy systems, ensuring their alignment with mission requirements and operational goals.

Key Responsibilities

• Provide expert technical guidance on Navy platforms and programs of record, including but not limited to C4ISR systems, data centers, tactical operations, mobile and shipboard command infrastructure.
• Lead the development and implementation of technical solutions to enhance the performance and reliability of Navy systems.
• Collaborate with cross-functional teams to ensure seamless integration of new technologies and systems.
• Conduct thorough analyses and assessments of existing Navy platforms to identify areas for improvement and modernization.
• Ensure compliance with all relevant regulations and standards, including cybersecurity and information assurance protocols.

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 customer needs from deployment to adoption to 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.
• 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 deep technical understanding and proactive relationship management.
• Provide insights on technology usage, maturity, and best practices to help customers achieve operational efficiency.
• Gather and advocate customer feedback to influence future product development and services.
• Lead technical onboarding for new customers to ensure alignment with desired outcomes.

What You Will Bring

• 8-12 years of experience in customer-facing technical roles with credibility among mid-senior business and technical audiences.
• Knowledge of architectural frameworks such as ITIL, TOGAF, etc.
• Deep technical expertise in data center technology and virtualization, especially with 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, capable of advocating for customer needs and providing constructive feedback.
• A customer-centric mindset with a passion for driving positive outcomes and problem-solving.

Work Arrangement

This position is primarily remote. There is no mandatory in-office requirement, though occasional visits to local offices or travel to other locations may be necessary based on business needs.

Compensation

The expected pay range at the start of employment is USD $0 to $0 per year. Actual offers may vary depending on factors such as location, experience, and skills. The total compensation may include a base salary, sign-on bonus, stock units, discretionary awards, and comprehensive benefits (medical, financial, paid time off, etc.). Details will be provided upon offer.

This is an "at-will" employment position, and the company reserves the right to modify compensation and benefits at any time. Our application deadline is 40 days from the posting date, with the possibility of early removal if the position is filled or extended.