Staff Technical Customer Experience Manager/Architect

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.  

This role will also support the Intel Community (IC), and this Customer Experience Manager will require a TS/SCI-CI poly, a security clearance that includes a counterintelligence polygraph examination and access to sensitive compartmented information OR an (SCI) Top Secret/SCI Full Scope Poly security clearance.

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 Federal DOD and INTEL 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. 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 DOD/Intel 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.
• Deep Federal experience with focus on DOD/Intel clients
• 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.
• A customer-centric mindset with a passion for driving positive outcomes and applying problem-solving strategies.
   

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.

The pay range for this position at commencement of employment is expected to be between USD $ 124,480 and USD $ 247,800 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

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