Job Description
Hungry, Humble, Honest, with Heart.
The Opportunity
Nutanix is looking for an experienced and knowledgeable Sr. Manager/Director to manage support delivery through a team or teams of engineers in the Worldwide Support organization for the Americas. This position will be responsible for supporting high-end enterprise level customers or channel partners with advanced support needs, as well as building the infrastructure to support the growth of Nutanix and contribute to the development and scaling of the team.
The position includes technical assistance center support and project management. The position will be responsible for executing customer service strategy, meeting key performance metrics and overseeing the operation of the Technical Support teams. The position will also be responsible for executing service level attainment, customer satisfaction, and financial results.
Product Support at Nutanix
The Director, Worldwide Support is part of the Worldwide Support organization at Nutanix. This team is responsible for delivering support services to Nutanix's customers globally. The team is dedicated to providing excellent customer support and ensuring customer satisfaction. This is a highly visible and very important role - customer support is a strategic differentiator for Nutanix, helping drive customer loyalty, references, and repeat business.
Your Role
Customer Satisfaction:
- You will be measured by your ability to achieve outstanding customer satisfaction goals. Customer satisfaction is the single most important measurement of the support organization.
- Manage customer escalations effectively and in a timely fashion.
- Interface with critical account customers and handle stressful situations with confidence
Recruiting & talent management:
- Attract, build and retain high-performing teams. Set quarterly goals and provide regular feedback on performance.
- Ensure that support managers, team leads and engineers have the resources, cross-functional relationships and processes necessary to succeed and deliver sustained performance
- Build and scale out global support centers
Performance Management:
- Provide guidance, direction and mentoring to the team to deliver on organizational goals and objectives.
- Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations.
- Oversee case issue resolution, call monitoring, and development of performance metrics
Leadership & management:
- Establish strong cross-functional alignment with Engineering, Product Management and Operations teams.
- Develop, facilitate and drive cross-functional initiatives aimed at improving performance and increasing execution capability. Deliver reports and analysis to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution, and risk mitigation
What You Will Bring
- Strong Familiarity with Storage, Networking, and Virtualization
- Awareness and appreciation of different cultures
- Excellent verbal and written communication skills
- Ability to lead, influence, and motivate teams and individuals
- Ability to express complex concepts simply and effectively
- Ability to work with cross-functional teams
- Financial acumen
- Working knowledge of Salesforce.com
- A/BS degree in Engineering, Computer Science, or Operations Management. MBA is a Plus.
- 10+ years experience in an Enterprise Customer Support Organization in a leadership position.
- Prior experience managing support delivery of complex technology products through multiple release cycles. Experience building high-performing teams.
About the Team
About Your Manager:
Your manager for this role is the Sr. Director, Worldwide Support. A Global Technology leader over an award-winning team. We pride ourselves on delivering an exceptional customer experience. Nutanix Global Support has a 90+ NPS score for over seven years. I focus on innovation, collaboration, continuous improvement, and team member satisfaction.
What The Team Says:
The team culture is one of collaboration among highly technical individuals. We work as One Team to deliver Customer Success.
How We Work:
This is a hybrid work environment where office presence is required 2 days a week, typically Wednesday and Thursday. We leverage connectivity tools like Zoom, Slack, and email to stay connected.
The pay range for this position at commencement of employment is expected to be between USD $ 195,040 and USD $ 390,960 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, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.
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