Staff Customer Experience Manager

Who are our employees?

We’re an eclectic group of 5,000+ dreamers, believers and builders, operating in over 40 countries. We’re Hungry. Humble. Honest. With Heart. The 4H’s: these are our core values and the DNA of our company. They help drive our employees to succeed, to strive to be better, to learn from every experience. Our employees are encouraged to have spirited debates and conversations and to think with a founder’s mindset. This means we’re all CEO’s of the company and, as such, make the best decision every day that aligns with our company goals. It’s through our values, our conversations and mindsets that we can continue to disrupt the industry and drive innovation in the market.

Who are we in the market?

Nutanix is a global leader in cloud software and hyperconverged infrastructure solutions, making infrastructure invisible so that IT can focus on the applications and services that power their business. Companies around the world use Nutanix Enterprise Cloud OS software to bring one-click application management and mobility across public, private and distributed edge clouds so they can run any application at any scale with a dramatically lower total cost of ownership. The result is organizations that can rapidly deliver a high-performance IT environment on demand, giving application owners a true cloud-like experience. Learn more about our products at www.nutanix.com or follow us on Twitter @Nutanix .

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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 Success 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 prides itself on fostering collaboration and building strong relationships with customers. The culture emphasizes teamwork, deep technical credibility, and a commitment to being trusted advisors, which aligns 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. Strategy and goals will be defined with customer leadership. Goals will be achieved by customer operations and architecture teams guided and informed by your deep technical and architectural knowledge. You will be expected to achieve the Nutanix Certified Expert (NCX) certification (training will be provided for this) within your first 6-12 months. NCX is an architectural certification earned by developing and documenting a Nutanix design, and defending it in front of a panel of experts.

You will report to the Regional Leader of Customer Success, who believes in the power of 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, allowing you to operate efficiently within your designated region without the need for a traditional office space. Instead of commuting to an office every day, you'll spend most of your time engaging directly with customers to build relationships, understand their needs, resolve their issues, and drive their outcomes. The role does require weekly travel within your region, but you can expect overnight stays due to the regional landscape and logistics, ensuring you remain connected to both your 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 10-12 strategic customers, overseeing customer needs from deployment to adoption to long-term operation to expansion.

• Collaborate with internal teams to optimize resource utilization and serve customer requirements effectively.

• Collaborate with customers to understand their business goals and technical requirements.

• Partner with customer architects team to help align architecture to customer business needs.

• Create and document tailored Customer Success Plans that align with customers' business and technology goals, conduct reviews, and track progress.

• Monitor customer satisfaction metrics (e.g., NPS, CSAT) and proactively address any concerns.

• Drive product adoption and expansion among customer organizations through deep technical understanding and proactive relationship management.

• Provide actionable insights on technology usage, maturity, and best practices to help customers achieve operational efficiency.

• Collect and advocate customer feedback to influence future product development and service enhancements at Nutanix.

• Lead the technical onboarding process for new customers ensuring alignment with customer’s desired outcomes.

The role involves performing duties requiring the application of professional expertise and the exercise of independent judgment/discretion, creativity, problem-solving, and decision-making in carrying out responsibilities, as applicable to the position. The specific responsibilities of the role may vary based on business needs and role requirements. Employees can refer to the applicable guidelines and career frameworks for additional information regarding role expectatio