Resolution Manager

3 weeks ago

Bengaluru Bangalore, India timesjobs Full time

Job Title: Resolution Manager Engineering - India
Location: Bangalore, India
Req.Num.: 26750
Humble, Hungry, Honest with a Heart.
The Opportunity:
Here at Nutanix we ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer obsession. We are looking to expand our world-class team with customer-focused individuals driving critical issues to closure. Collaborating alongside our top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way.
Nutanix is seeking a well-rounded senior customer-facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success.
Your Role:

Triage Critical Incidents and develop action plans to deliver customer success
Develop technical understanding of Nutanixs product suite with the ability to effectively present complex technical material that is tailored to the target audience
Own and manage multiple critical incidents at the same time
Collaborate, coordinate, and ensure continuity via action plans with the global team of Resolution Managers
Deliver internal and external communications (i.e. Phone, Emails, Meetings, etc) to all appropriate stakeholders during the life of critical incidents
Consolidated Reporting for trend analysis and long-term planning
Develop and deliver Post-Assessment Reviews to identify key product, process, or people improvements
Ability to escalate and manage issues both internally (and externally) as needed
Optimize critical handovers (and engineering engagements) by providing the single voice of the customer to all parties involved
Work with technology partners (i.e. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem
Provide support on weekdays and also off hours on an as-needed and scheduled rotational basis
Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix stack

What you'll bring:

Experience in escalation management and conflict resolutions
Ability to listen to and understand customer frustration points and impact of issue(s) and then translate them into positive outcomes
Be the customer advocate with an intense focus on their success
Experience in field or technical support
Strong organization skills with the ability to multitask in high-stress situations
Requires flexible hours, and the ability to handle high-stress/high-profile customer situations
Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including executives

Education & Qualification:

Must possess a Bachelor of Science in Computer Information Systems or equivalent experience
At least 3 years of escalation, technical support, and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills
Previous account management or account executive skills desired, with the ability to organize and track multiple projects
Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations
Must utilize exemplary verbal and written communication skills when dealing with customers and business partners

--
Nutanix is an equal opportunity employer.
The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability.
We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.

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