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,…