Customer Experience Architect

**Hungry, Humble, Honest, with Heart.**

**The Opportunity**

Are you an experienced professional with a strong technical background in customer experience, a passion for building lasting relationships, and the ability to collaborate effectively with cross-functional teams? If so, you will thrive on our Customer Experience team at Nutanix, where you'll have the opportunity to drive customer success through innovative solutions, work in a supportive hybrid environment, and contribute to shaping the future of client engagement in the tech landscape.

**About the Team**

The Customer Experience team at Nutanix is dedicated to ensuring the success and satisfaction of clients through innovative technology solutions. Located in major Indian cities such as Bangalore and Pune, the team thrives on collaboration and technical expertise, focusing on building lasting relationships with a portfolio of strategic customer accounts. The culture within the team emphasizes empowerment, support, and the pursuit of excellence in customer outcomes, aligning technology with the business goals of clients.

You will report to the Director of Professional Services, who adopts a leadership style that fosters partnerships and collaboration among team members. This manager actively engages with clients to help them achieve their objectives and drive significant results. The work setup is primarily remote, allowing team members to operate efficiently within their designated regions, with limited need for traditional office attendance, thus accommodating a hybrid work environment.

This role requires approximately 20% travel, enabling you to maintain direct engagement with customers while connecting with your team and the organization's broader goals. Weekly travel within your region will facilitate effective customer relationship management, minimizing overnight stays due to regional logistics.

**Your Role**
- Build and nurture relationships with 6-8 strategic customer accounts to ensure successful adoption of Nutanix technology.
- Serve as a trusted post-sales advisor, overseeing all customer needs from deployment to long-term operation.
- Collaborate with internal teams and customer architects to align technical solutions with business goals.
- Create and document tailored Customer Success Plans, regularly reviewing progress and satisfaction metrics.
- Facilitate technical onboarding for new customers, ensuring alignment with their desired outcomes.
- Collect customer feedback to influence product development and service enhancements.
- Achieve Nutanix Certified Expert (NCX) certification within the first 6-12 months of employment.
- Drive product adoption and expansion by providing actionable insights on technology usage and best practices.

**What You Will Bring**
- 10-12 years of experience in customer-facing technical roles with a focus on building credibility with mid-senior level audiences.
- Strong technical knowledge in data center technology and virtualization, especially hybrid multicloud solutions.
- Familiarity with architectural frameworks such as ITIL and TOGAF.
- Technical certifications (e.g., NCX, VCDX, VCAP, NPX, ITIL v4) that demonstrate expertise.
- Excellent communication and relationship-building skills to advocate for customer needs.
- Ability to create and document tailored Customer Success Plans that align with business goals.
- Proven problem-solving skills and a customer-centric mindset that drives positive outcomes.
- Strong collaboration skills to work effectively with internal teams and customer architecture teams.

**Work Arrangement**

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.