Resolution Manager - WW Support

Senior Customer Facing Resolution Manager

Hungry, Humble, Honest, with Heart. The Opportunity

This role is hybrid. Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success. Ensuring 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.

About the Team

We are a hybrid global team across 6 different Support centers that balances office time to build and strengthen key internal relationships with the flexibility of occasional work from home. Occasional weekend and after business hours work is required. The team maintains communication with each other through Slack and a weekly sync.

Your Role

• Triage Critical Incidents and develop action plans to deliver customer success.
• Develop technical understanding of Nutanix's 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 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 single voice of 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 off hours on an as needed and scheduled rotational basis.

What You Will Bring

• Experience in escalation management and conflict resolutions.
• At least 3 years of escalation, technical support and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.
• 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 ability to multi-task in high stress situations.
• Requires flexible hours, and 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.
• Bachelor of Science in Computer Information Systems or equivalent experience.
• Previous account management or account executive skills with ability to organize and track multiple projects.
• Effective customer service attitude and be able to lead a team in resolving difficult customer situations.
• Advanced verbal and written communication skills when dealing with customers and business partners.

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.