Resolution Manager - WW Support
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
Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success. Ensuring the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer obsession.
We are looking to expand our world class team with customer focused individuals driving critical issues to closure. Collaborating alongside our top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way.
We are a hybrid global team across 6 different Support centers that balances 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 Slack and a weekly sync.
Triage Critical Incidents and develop action plans to deliver customer success.
Develop technical understanding of Nutanix’s product suite with the ability to effectively present complex technical material that is tailored to the target audience.
Own and manage multiple critical incidents at the same time.
Collaborate, coordinate, and ensure continuity via action plans with global team of Resolution Managers
Deliver internal and external communications (i.e., Phone, Emails, Meetings, etc.) to all appropriate stakeholders during the life of critical incidents.
Consolidated Reporting for trend analysis and long-term planning
Develop and deliver Post Assessment Reviews to identify key product, process, or people improvements.
Ability to escalate and manage issues both internally (and externally) as needed.
Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved.
Work with technology partners (i.e., VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.
Provide support on weekdays and off hours on an as needed and scheduled rotational basis.
Experience in escalation management and conflict resolutions.
At least 3 years of escalation, technical support and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.
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 organization skills with ability to multi-task in high stress situations.
Requires flexible hours, and ability to handle high stress/high profile customer situations.
Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including executives.
Bachelor of Science in Computer Information Systems or equivalent experience.
Previous account management or account executive skills with ability to organize and track multiple projects.
Effective customer service attitude and be able to lead a team in resolving difficult customer situations.
Advanced verbal and written communication skills when dealing with customers and business partners.
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.
--
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.