Resolution Manager

Who are our employees?

We’re an eclectic group of 5,000+ dreamers, believers and builders, operating in over 40 countries. We’re Hungry. Humble. Honest. With Heart. The 4H’s: these are our core values and the DNA of our company. They help drive our employees to succeed, to strive to be better, to learn from every experience. Our employees are encouraged to have spirited debates and conversations and to think with a founder’s mindset. This means we’re all CEO’s of the company and, as such, make the best decision every day that aligns with our company goals. It’s through our values, our conversations and mindsets that we can continue to disrupt the industry and drive innovation in the market.

Who are we in the market?

Nutanix is a global leader in cloud software and hyperconverged infrastructure solutions, making infrastructure invisible so that IT can focus on the applications and services that power their business. Companies around the world use Nutanix Enterprise Cloud OS software to bring one-click application management and mobility across public, private and distributed edge clouds so they can run any application at any scale with a dramatically lower total cost of ownership. The result is organizations that can rapidly deliver a high-performance IT environment on demand, giving application owners a true cloud-like experience. Learn more about our products at www.nutanix.com or follow us on Twitter @Nutanix.

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Hungry, Humble, Honest, with Heart.

The Opportunity

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.

About the Team

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.

Your Role

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.

What You Will Bring

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.

Work Arrangement

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.

Pay TransparencyThe Pay range for this position at commencement of employment is expected to be between EUR €55,000 and EUR €83,000 per year. Please note that Pay offered may vary depending on relevant objective factors, including market location, job-related knowledge, skills, and experience.

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Nutanix is an equal opportunity employer.

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].