Resolution Manager

Job Description

Who are our employees?

We’re an eclectic group of 4,000+ 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 .

Job Summary
Here at Nutanix we ensure 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.
Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success.

Responsibilities:
- 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 also off hours on an as needed and scheduled rotational basis
- Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix stack

Desired Skills and Experience:
- Experience in escalation management and conflict resolutions
- 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

Requirements:
- Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
- At least 3 years of escalation, technical support and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.
- Previous account management or account executive skills desired, with ability to organize and track multiple projects.
- Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.
- Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.