Resolution Manager - WW Support

Humble, Hungry,Honest with a Heart.

The Opportunity

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.

Location : Bangalore (Office based Job)

Your Role
 Triage Critical Incidents and develop action plans to deliver customer success
 Develop technical understanding of Nutanixs 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.

What You'll Bring
 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

Education & Qualification
 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,