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Customer Experience Manager

2 weeks ago

Canberra, Australia Nutanix Full time

**Hungry, Humble, Honest, with Heart.**

**The Opportunity**

Are you an experienced professional with a strong technical background in customer experience and a deep-seated passion for building lasting relationships with senior-level customers? If so, you will thrive on our team which values collaboration, technical credibility, and the opportunity to drive customer success through innovative solutions using Nutanix technology, all while having the potential for career advancement in a supportive and empowering environment.

**About the Team**

At Nutanix, you would be joining the Customer Experience team, a group dedicated to driving adoption and ensuring customer satisfaction with our hybrid multicloud solutions for our strategic customers. This cohesive team is deeply motivated by a shared commitment to ensuring our customers' long-term success and value realization. Operating from key locations, the team prides itself on fostering collaboration and building strong relationships with customers. The culture emphasizes teamwork, deep technical credibility, and a commitment to being trusted advisors, which aligns with the mission of enhancing customer experience and delivering value through effective engagement and proactive support.

This is a technical role that requires strong customer management skills. You’ll collaborate with customer IT operations and architecture teams, as well as with business and IT leadership. Strategy and goals will be defined with customer leadership. Goals will be achieved by customer operations and architecture teams guided and informed by your deep technical and architectural knowledge. You will be expected to achieve the Nutanix Certified Expert (NCX) certification (training will be provided for this) within your first 6-12 months. NCX is an architectural certification earned by developing and documenting a Nutanix design, and defending it in front of a panel of experts.

You will report to the Regional Leader of Customer Experience, who believes in the power of partnerships and collaboration, where every team member actively engages clients to help them realize their goals and achieve meaningful outcomes. The work setup is primarily remote, allowing you to operate efficiently within your designated region without the need for a traditional office space. Instead of commuting to an office every day, you'll spend most of your time engaging directly with customers to build relationships, understand their needs, resolve their issues, and drive their outcomes. The role does require weekly travel within your region, but you can expect limited overnight stays due to the regional landscape and logistics, ensuring you remain connected to both your customers and your team.

**Your Role**
- Build and maintain strong relationships with assigned customer accounts to ensure their success with Nutanix technology.
- Act as the post-sales trusted advisor for 6-8 strategic customers, overseeing customer needs from deployment to adoption to long-term operation to expansion.
- Collaborate with internal teams to optimize resource utilization and serve customer requirements effectively.
- Collaborate with customers to understand their business goals and technical requirements.
- Partner with customer architects team to help align architecture to customer business needs.
- Create and document tailored Customer Success Plans that align with customers' business and technology goals, conduct reviews, and track progress.
- Monitor customer satisfaction metrics (e.g., NPS, CSAT) and proactively address any concerns.
- Drive product adoption and expansion among customer organizations through deep technical understanding and proactive relationship management.
- Provide actionable insights on technology usage, maturity, and best practices to help customers achieve operational efficiency.
- Collect and advocate customer feedback to influence future product development and service enhancements at Nutanix.
- Lead the technical onboarding process for new customers ensuring alignment with customer’s desired outcomes.

**What You Will Bring**
- 8-12 years of experience in customer-facing technical roles, demonstrating credibility with mid-senior level business and technical audiences.
- Understanding of and experience with architectural frameworks such as ITIL, TOGAF, etc.
- Deep technical knowledge in data center technology and virtualization, ideally with a focus on hybrid multicloud solutions.
- Understanding of large scale customer operational standards and processes.
- Technical credibility supported by relevant certifications (e.g., VCDX, VCAP, NPX, NCX, ITIL v4, TOGAF).
- Excellent communication and relationship skills, capable of advocating for customer needs and delivering constructive feedback to internal teams.

**Work Arrangement**

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean com