Technical Account Manager

Hungry, Humble, Honest, with Heart.

The Opportunity

Nutanix is hiring a Technical Account Manager (TAM) in Italy to join our Customer Success organization. The TAM is a technical expert in the Nutanix platform who helps ensure customer satisfaction, strengthens customer relationships, and serves as a trusted advisor to Nutanix customers.

The Nutanix TAM acts as a single point of contact and customer advocate, providing direct access to various Nutanix business functions, including Support, Engineering, Product Management, Marketing, and Executive Leadership. Strong technical expertise in virtualization and data center IT infrastructure (storage, compute, networking) is essential. Preferred qualifications include experience with private/public cloud services and/or leading enterprise solutions (VDI, RDBMS such as MSSQL/Oracle/SAP, Big Data) in large-scale enterprise deployments with direct customer-facing responsibilities.

About the Team

The Technical Account Manager (TAM) role is a key part of Nutanix’s highly skilled and dynamic Technical Account Management team, which is dedicated to delivering exceptional customer success. This team thrives on collaboration and mutual support, with members regularly sharing insights and experiences to strengthen collective knowledge. The team’s mission is to drive customer satisfaction and engagement through proactive support and strategic consultation, ultimately contributing to the growth and success of Nutanix’s customer base.

You will report to the Southern Europe Services Delivery Leader, who fosters an inclusive and supportive leadership style, emphasizing regular one-on-one meetings to ensure alignment with objectives and to address any concerns. This role follows a hybrid work model.

The position requires travel throughout Italy, with up to 30% of your time spent on-site with customers. In-person engagement is key to building strong and lasting customer relationships.

Your Role

• Develop a deep technical understanding of the customer’s business priorities, operational models and objectives, data center environment, architectural roadmap, and overarching IT initiatives.
• Develop a deep understanding and knowledge of the Nutanix platform to facilitate the trusted advisor relationship.
• Maintain awareness of customer operations as Nutanix product expert/advisor and assist with operational planning, risk management and act as a coordinator for deployments, migrations, etc..
• Act as an advocate of the customer and conduit into various Nutanix cross-functional teams & leadership, including Sales, Support, Engineering and Product Management.
• Highlight any operations issues, both unique to the customer’s deployment of Nutanix and their IT environment and those commonly experienced to facilitate problem avoidance, risk mitigation and alignment to best practices.
• TAM will monitor unpublished issues, internal service bulletins and other exposure to proactively mitigate future issues.
• Conduct a regular cadence of operational review with the Customer on weekly incidents, field advisories, security vulnerabilities, and related root-cause analysis.
• Conduct regular on-site business reviews and regular interactions with executive sponsors.
• Conduct or coordinate a twice-yearly health check on the customer’s environment.
• Coordinate issue management, escalation and resolution with Support and Engineering.
• Extract and maintain account insights and capture in TAM reporting platform.
• Establish direct relationships with account stakeholders (financial, management, operational) and have regular touchpoints to assess TAM value delivery
• Ensure TAM value-added processes and deliverables adhere to the scope and compliance in delivery.
• Participate in Sales Account Planning and support account penetration/pipeline growth strategies.
• While not dedicated to the customer, visit customer site on a weekly or otherwise appropriate regular basis to facilitate the development of a trusted advisor relationship.

What You Will Bring

• 5+ years’ experience in an enterprise data center environment, ideally with a leading IT infrastructure or software vendor, with a strong understanding of enterprise account technical management.
• 3 to 4+ years virtualization expertise, including VMware vSphere.  Nutanix platform knowledge and expertise is highly desired, including AOS and AHV experience. 
• 2+ years’ experience in customer-facing, Customer Relationship management role. Prior experience in TAM, CSM and SE (or similar) roles preferred.
• 1 to 3+ years of either enterprise storage or networking expertise. Related certifications in networking and storage highly desired
• Experience and/or exposure especially from virtualization and IT infrastructure side, with/to leading enterprise solutions, including RDBMS (Microsoft SQL Server, Oracle, etc.), Microsoft Exchange, Splunk, Big Data, VDI, SAP, branch office deployments, is desired.
• Deep (and technical) understanding of data center infrastructure – virtualization, compute, storage, networking, converged infrastructure, distributed file systems, DR/HA, security - and workloads such as VDI and enterprise apps.
• Excellent communication, project management, presentation, and problem-solving skills.
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management and Consulting Services.
• Manage communication, education, and consumption of unpublished internal information on product stability, which can be sensitive, to pre-emptively mitigate risks for Customers. Or before the information is generally published
• Ability to manage multiple projects and tasks, determine project urgency and execute detailed action plans in collaboration with customers and Nutanix stakeholders
• Bachelor’s Degree in Computer Science, Engineering or related field, or equivalent technical experience is required.
• Bi-lingual: English and Italian

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 coming into an office a minimum of 2 - 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

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