Customer Experience Manager
3 days ago
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 will thrive in our newly established Customer Experience Manager role at Nutanix, where you will play a pivotal part in driving customer success, enhancing relationships, and working within a collaborative team that empowers you to make a meaningful impact in a dynamic market. About the Team The Customer Experience Manager role will be part of the newly established Customer Experience organization at Nutanix, located in Pune, India. This team focuses on enhancing customer relationships and driving satisfaction in the APJ region. The culture within the team is collaborative and empowering, aimed at achieving excellence while fostering long-term relationships with customers to become trusted partners. The mission of the team is to ensure customer needs are met, drive the adoption of Nutanix solutions, and ultimately deliver outstanding customer success. You will report to the Director of Professional Services, who believes in a collaborative management style that empowers team members and promotes collective success. This role is set up in a hybrid work environment, requiring the hire to be on-site in the office a few days a week while also allowing for remote work flexibility. The role requires 25% travel, with frequent engagement with approximately 20-25 assigned customer accounts. Occasionally, travel to other locations within India may also be necessary to build and maintain effective relationships with customers. Your Role
- Build and maintain strong relationships with 20-25 assigned customer accounts, acting as a trusted advisor throughout their journey with Nutanix technology.
- Develop and implement tailored Customer Success Plans aligned with customer goals, regularly reviewing progress and making necessary adjustments.
- Monitor customer satisfaction metrics and proactively address concerns to enhance overall customer experience.
- Drive product adoption through deep technical knowledge and proactive engagement with customer organizations.
- Collaborate with internal teams to optimize resources and effectively respond to customer needs and feedback.
- Establish foundational processes and best practices within the customer experience team to foster continuous improvement.
- Achieve NCX certification within the first year to enhance expertise in customer experience management and credibility among stakeholders.
- Advocate for customer needs and deliver constructive feedback to influence product development and service enhancements at Nutanix.
- 5+ years of experience in customer-facing technical roles, especially with mid-senior level stakeholders.
- Strong technical expertise in data center technologies, virtualization, network, storage, and hyper-converged solutions.
- Exceptional communication and relationship-building skills with a customer-centric mindset.
- Proven ability to develop and implement tailored Customer Success Plans.
- Technical certifications (e.g., VCP, NCP, NCM) and familiarity with ITIL and TOGAF are advantageous.
- Fluency in English is required; additional language skills are highly desirable.
- Experience in managing large-scale customer operational standards and processes.
- Adept at collaborating with cross-functional teams to enhance service delivery and customer experience.
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