Sr. Customer Experience Manager

Hungry, Humble, Honest, with Heart.

The Opportunity

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 the US. The position will be based in Durham, NC (Tuesday, Wednesday, and Thursday in-office) fostering a collaborative and empowering culture aimed at achieving excellence. The mission of this team is to become a trusted partner for our customers, ensuring that their needs are met and fostering long-term relationships that drive the adoption and success of 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.

Your Role

• Build and nurture strong 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 and expansion 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 NCM certification within the first year 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.

What You Will Bring

• 3-5+ years of experience in technical customer-facing technical roles (Support Engineer, Systems Engineer, Technical Account Managers) engaging with mid-senior level stakeholders.

• Technical expertise in data center technology, virtualization, and hyper-converged solutions.

• Nice to have Expertise in VMware ESXi and data center virtualization, ideally with experience in Nutanix Enterprise Cloud Platform.

• Understanding storage and data protection technologies (replication, snapshots, backup, restore, etc.).

• Nice to have technical certifications (e.g., VCP, NCM, NCP) enhancing credibility.

• Familiarity with architectural frameworks such as ITIL and TOGAF.

• Proven experience in managing large-scale customer operational standards and processes.

• Exceptional communication and relationship-building skills, with a focus on advocacy for customer needs.

• Customer-centric mindset coupled with a passion for driving change and developing success strategies.

• Adept at collaborating with cross-functional teams and delivering feedback to enhance service delivery.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $ 106,000 and USD $ 212,000 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.

• -