Technical Escalation Manager

hace 3 días

Xico, México Nutanix A tiempo completo

Company Overview

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Nutanix is a global technology leader seeking skilled professionals to join our hybrid team. As a Resolution Manager, you will lead collaboration among key internal and external stakeholders to ensure customer success.

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Salary

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The estimated salary for this role is $120,000 - $180,000 per year, depending on location and experience.

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Job Description

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This role is hybrid 3 days required at the office. As a Resolution Manager, you will be responsible for:

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  • ">
  • 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">
  • Own and manage multiple critical incidents at the same time">
  • Collaborate, coordinate, and ensure continuity via action plans with a global team of Resolution Managers">
  • Deliver internal and external communications 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 a 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">
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Required Skills and Qualifications

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To succeed in this role, you will need:

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  • ">
  • Experience in escalation management and conflict resolutions">
  • At least 3 years managing technical escalations, 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">
  • Strong organization skills with the ability to multi-task in high stress situations">
  • 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">
  • Effective customer service attitude and be able to lead a team in resolving difficult customer situations">
  • Advanced English, verbal and written communication skills when dealing with customers and business partners">
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Benefits

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Nutanix offers a comprehensive benefits package, including:

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  • ">
  • A competitive salary range of $120,000 - $180,000 per year">
  • A comprehensive health insurance package">
  • 401(k) retirement plan with company match">
  • Generous paid time off and holidays">
  • Professional development opportunities">
  • A diverse and inclusive work environment">
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Others

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Nutanix is an equal opportunity employer and welcomes applications from diverse candidates. If you are passionate about delivering exceptional customer experiences and have a strong background in technical support, we encourage you to apply for this exciting opportunity.

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