Manager – Service Strategy and Enablement

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you an experienced leader with a strong background in technical support, exceptional cross-functional collaboration skills, and a passion for driving continuous improvement? If so, join our dynamic Support Readiness team at Nutanix, where you'll have the opportunity to shape the future of customer experience, mentor a dedicated team, and bridge the gap between Product, Engineering, and Support to deliver exceptional service to our clients.

About the Team

The Manager, Support Readiness role will be part of the Support Readiness team at Nutanix, located in San Jose, CA. This team comprises highly skilled and passionate Serviceability Engineers dedicated to enhancing product and customer experiences. The culture within the team fosters collaboration, growth, and innovation, with a strong focus on bridging the gaps between Product, Engineering, and Support. The mission of the Support Readiness team is to ensure that customer-facing teams are well-prepared for product launches, updates, and process changes, enabling them to deliver exceptional service to our customers.

You will report to the Sr. Manager, Service Strategy and Enablement, who emphasizes a supportive and empowering leadership style. This manager believes in nurturing team growth, providing mentorship, and inspiring collaboration among team members and stakeholders. The work setup for this role is hybrid, with employees expected to be in the office 3 days per week as well as on additional days based on job requirements.

This role may require some travel, although specific travel needs will be determined based on project demands and team collaboration efforts. The emphasis will be on maintaining effective communication and support within the team and across other departments.

Your Role

• Lead and develop a high-performing team of Support Readiness Specialists, fostering a culture of collaboration and continuous growth.

• Coordinate support readiness planning for product launches and updates, ensuring effective communication with product and engineering teams.

• Serve as the primary liaison between support, product, and engineering to address technical updates and challenges.

• Develop and track key performance metrics (KPIs) for support readiness, utilizing data for ongoing improvement initiatives.

• Conduct regular one-on-one meetings to support team member development and career progression.

• Identify and resolve support challenges through cross-functional collaboration, enhancing service delivery efficiency.

• Implement scalable processes and tools to improve team productivity and operational efficiency.

• Foster a culture of excellence by developing training programs that promote continuous learning among team members.

What You Will Bring

• Master's degree in Computer Science, Business, or a related field.

• 10+ years of experience in technical support or serviceability, with at least 3 years in a managerial role.

• Strong cross-functional stakeholder management skills with engineering and product teams.

• Proven technical problem-solving abilities focused on data analysis and metrics interpretation.

• Exceptional leadership and people management skills, including team coaching and development.

• Effective communication and influencing skills, capable of presenting to senior leadership.

• Hands-on experience with product and process improvement methodologies.

• Familiarity with Nutanix's HCI, virtualization platforms, and CRM tools, along with cloud environment understanding.

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.

The pay range for this position at commencement of employment is expected to be between USD $ 147,000 and USD $ 294,000 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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