Senior Customer Experience Manager

The Customer Experience Manager role will be part of a newly formed team within Nutanix focused on enhancing customer relationships and driving satisfaction in the US. The position will be based in Durham, NC, fostering a collaborative and empowering culture aimed at achieving excellence.

What You Will Do

Build and nurture strong relationships with assigned customer accounts, acting as a trusted advisor throughout their journey with Nutanix technology. Monitor and improve customer satisfaction metrics, proactively addressing any concerns to enhance overall customer experience.

Why It Might Be a Fit

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.

Requirements

• 3-5+ years of experience in technical customer-facing technical roles (Support Engineer, Systems Engineer, Technical Account Managers) engaging with mid-senior level stakeholders.
• Technical expertise in data center technology, virtualization, and hyper-converged solutions.
• Nice to have Expertise in VMware ESXi and data center virtualization, ideally with experience in Nutanix Enterprise Cloud Platform.
• Understanding storage and data protection technologies (replication, snapshots, backup, restore, etc.).
• Nice to 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.

Benefits

• 401(k) eligibility
• Paid time off benefits (vacation, sick time, and parental leave)
• Medical, financial, and/or other benefits