Customer Experience Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Nutanix Full time


Hungry, Humble, Honest, with Heart. The Opportunity Are you an experienced customer-facing professional with a strong technical background and a passion for building relationships with mid-senior-level stakeholders? If so, you would thrive in our newly established Customer Experience organization. There, you can play a pivotal role in driving customer success, working alongside a collaborative team, and seizing opportunities for growth and advancement in a dynamic market.  About the Team The Customer Experience Manager role will be part of a newly formed team within Nutanix focused on enhancing customer relationships and driving satisfaction in APJ. This technical position will be based in Kuala Lumpur, Malaysia, and it fosters a collaborative and empowering culture aimed at achieving excellence.  The mission of this team is to become a trusted partner for both our internal teams, as well as our customers, ensuring our customers' needs are met and fostering long-term relationships that drive the adoption and success with our solutions.  You will report to one of the Customer Experience leaders, who believes in a collaborative management style that empowers team members and promotes collective success.   This role requires frequent engagement with 20-25 assigned customer accounts. Depending on specific account assignments, occasional travel to other locations within India may also be required. The ability to travel occasionally is essential for building and maintaining effective relationships with customers. Your Role
  • Build and nurture strong internal and external relationships with assigned customer accounts, acting as a trusted advisor throughout their journey with Nutanix technology.
  • Develop and implement tailored Customer Success Plans that align with customer goals, conducting regular reviews to track progress and adapt as necessary.
  • Monitor and improve customer satisfaction metrics, proactively addressing any concerns to enhance overall customer experience.
  • Drive product adoption by leveraging deep technical knowledge and fostering proactive engagement with customer organizations.
  • Collaborate with internal teams to optimize resources and ensure effective response to customer requirements and feedback.
  • Play a pivotal role in establishing foundational processes and best practices within the customer experience team.
  • Achieve NCX certification as a mid-term goal to enhance expertise in customer experience management and establish credibility.
  • Advocate for customer needs and deliver constructive feedback to influence Nutanix's product development and service enhancements.
What You Will Bring
  • 3-5+ years of experience in customer-facing technical roles, engaging with mid-senior level stakeholders.
  • Technical expertise in data center technologies, virtualization, network, storage, and hyper-converged solutions.
  • Nice to have technical certifications (e.g., VCP, NCP, NCM) enhancing credibility.
  • Familiarity with architectural frameworks such as ITIL and TOGAF.
  • Proven experience in managing large-scale customer operational standards and processes.
  • Exceptional communication and relationship-building skills, with a focus on advocacy for customer needs.
  • Customer-centric mindset coupled with a passion for driving change and developing success strategies.
  • Adept at collaborating with cross-functional teams and delivering feedback to enhance service delivery.
  • Fluency in English is required for this role, with additional language skills (such as Indonesian, Japanese, Korean, Mandarin, Tagalog, etc.) are highly desirable.
   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.  

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