Senior Manager, Worldwide Support(CSA Team - Customer Service Advocate)
Hungry. Humble. Honest.
Our values form the foundation of who we are and how we operate every day around the world. They show up in our ambition to achieve our dreams, our courage to do what matters, and our tenacity to keep customers happy. At Nutanix, we prize those unique individuals who demonstrate empathy, respect differences, and appreciate others. If you’re authentic, credible and transparent—someone who walks your talk and thrives on collaboration—we want you to join our team!
Be a part of building a company that is truly leading an IT revolution. We make infrastructure invisible, elevating IT to focus on the applications and services that power their business. Led by Dheeraj Pandey, one of CRN’s “Top 25 Innovators of 2016,” Nutanix welcomes big thinkers and budding entrepreneurs, those who are unafraid to take on seemingly impossible challenges and interested in learning how to build a business along the way.
Nutanix employees enjoy some amazing benefits and perks: healthcare, plenty of snacks, employee (and family) events, world renowned speakers, training and development, and much more. See what life is like at Nutanix by following us on Twitter: @NutanixCareers and Instagram: @Nutanix
Key Responsibilities:
Team Leadership & People Management
- Lead, manage, coach, and scale a team of high-performing Customer Service Advocates across geographies and time zones; handling licensing, entitlement, and portal-related customer interactions.
- Drive a culture of accountability, customer empathy, and continuous improvement.
- Conduct regular performance reviews, coaching sessions, and career development planning.
- Ensure that staffing, scheduling, and workload distribution are appropriate to meet service levels.
Customer Experience & Service Delivery
- Own day-to-day service delivery for licensing and portal support, ensuring timely and accurate resolution of customer requests.
- Monitor and improve key service metrics, including NPS, CSAT, IR SLAs, TTR, resolution times, and backlog.
- Serve as an escalation point for complex or high-impact customer issues, ensuring effective resolution.
- Identify recurring customer pain points and drive improvements to reduce repeat contacts, including follow-up on customer feedback.
Operational Excellence
- Establish and optimize processes, workflows, workforce planning and standard operating procedures for licensing and portal support.
- Ensure compliance with licensing policies, entitlement rules, and data governance standards.
- Partner with serviceability, licensing engineering and learning teams to maintain high service quality and knowledge readiness.
- Leverage data and reporting to drive insights, predict trends, and improve efficiency.
- Partner with stakeholders to produce newsletters and prepare and present Quarterly Business Reviews (QBRs) that highlight outcomes, trends, and value realization
- Drive adoption of Next-gen AI-enabled tools for customer excellence.
Cross-Functional Collaboration
- Partner closely with Sales Operations, Renewals, SRE, SaaS, Logistics PMs and Engineering teams to resolve systemic issues.
- Provide customer and frontline feedback to influence portal usability, automation, and self-service enhancements.
- Support new product, licensing model, and portal feature launches from a service readiness perspective.
Continuous Improvement & Enablement
- Champion automation, self-service, and knowledge base enhancements to improve customer experience and reduce contact volume.
- Drive change management initiatives and ensure smooth adoption of new tools and processes.
- Support global consistency in service delivery across regions and time zones.
Required Qualifications:
- 12+ years of experience in customer service or customer operations, with at least 4-5 years in a people management role.
- Proven experience managing teams handling licensing, subscriptions, entitlements, or customer account/portal support.
- Strong understanding of customer service metrics (NPS, CSAT, IR SLAs, TTR, resolution times, install base, cases, and backlog).
- Experience working with Salesforce CRM, customer portals, and other SaaS-based solutions.
- Excellent communication, stakeholder management, and escalation-handling skills.
Preferred Qualifications:
- Experience in SaaS, technology, or subscription-based business models.
- Exposure to global or multi-region customer service operations.
- Strong analytical skills with experience using data to drive operational decisions.
- Experience leading process improvement, automation, or self-service initiatives.
Leadership Attributes:
- Customer-first mindset with a strong focus on detail and accuracy.
- Calm, structured, and decisive leadership style, especially during escalations.
- Ability to balance operational rigor with empathy and people development.
- Comfortable navigating ambiguity and driving clarity across teams.
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Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].
Nutanix is an equal opportunity employer.
The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.
We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.