Technical Customer Experience Manager (DC, Virtualization, Networking)
Nutanix
On-site
Barcelona, Spain
Customer Support
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 EMEA. The position will be based in Barcelona, Spain and it fosters 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. Depending on specific account assignments, occasional travel to other locations in the region may also be . The ability to travel occasionally is essential for building and maintaining effective relationships with customers.
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 NCX certification within the first three years 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
- 5+ years of experience in technical customer-facing technical roles (Support Engineer, Systems Engineer, Technical Account Managers) engaging with mid-senior level stakeholders.
- Must have technical expertise in data center technology, virtualization, and hyper-converged solutions.
- Ideally will have expertise in VMware ESXi and data center virtualization, with experience in Nutanix Enterprise Cloud Platform.
- Understanding storage and data protection technologies (replication, snapshots, backup, restore, etc.).
- Ideally will 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.
- Fluency in English is for this role, with additional language skills: Italian, French, German, Arabic and Spanish highly preferable.
Work Arrangement
Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.
Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.
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