Senior Customer Success Manager

hace 5 días

Ciudad de México, Ciudad de México Nutanix A tiempo completo

The Opportunity

This role is a unique blend of technical expertise and customer-centric leadership. Nutanix is seeking a seasoned professional to lead collaboration among key internal and external stakeholders to ensure customer success.

As a hybrid global team member, you will balance 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 collaboration tools. Learn more about our approach to teamwork.

Your Role

  • Triage critical incidents and develop action plans to deliver customer success.
  • Develop a deep understanding of Nutanix's product suite and effectively present complex technical material to various audiences.
  • Own and manage multiple critical incidents simultaneously.
  • Collaborate, coordinate, and ensure continuity via action plans with a global team of technical support professionals.
  • Deliver internal and external communications to all appropriate stakeholders during the life of critical incidents.
  • Consolidate reporting for trend analysis and long-term planning.
  • Develop and deliver post-assessment reviews to identify key product, process, or people improvements.
  • 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 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'll Bring

  • Experience in escalation management and conflict resolution.
  • 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 organizational skills with the ability to multitask in high-stress situations.
  • Requires flexible hours and the ability to handle high-stress/high-profile customer situations.
  • Set up and facilitate conference call meetings that include customers, account teams, technical personnel, and executives.

Qualifications and Experience

  • Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
  • At least 3 years of escalation, technical support, and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.
  • Previous account management or account executive skills desired, with the ability to organize and track multiple projects.
  • Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.
  • Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.

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