Customer Experience Manager, Germany (m/w/d)
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, where 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 Germany. The position could be based anywhere in Germany and it fosters a collaborative and empowering culture aimed at achieving excellence. The mission of this team is to become a trusted partner for our customers, ensuring that their needs are met and fostering long-term relationships that drive the adoption and success of our solutions.
You will report to one of the Leaders of Customer Experience, who believes in a collaborative management style that empowers team members and promotes collective success. This role offers a remote work setup, providing flexibility for team members. While there is no mandatory in-office schedule, employees are encouraged to visit the office as needed to enhance collaboration.
This role requires weekly travel to approximately 10-12 or more assigned customer accounts. Depending on specific account assignments, there may also be occasional travel to other locations in the region. The ability to travel frequently is essential for building and maintaining effective relationships with customers.
Your Role
- Build and nurture strong 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 and expansion 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 within the first year 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
- 5+ years of experience in customer-facing technical roles, engaging with mid-senior level stakeholders.
- Strong technical expertise in data center technology, virtualization, and hyper-converged solutions.
- Relevant technical certifications (e.g., VCDX, VCAP, NCX, NCM, NCP) 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 German and English is required for this role
Work Arrangement
Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.
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Nutanix is an equal opportunity employer.
Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting CandidateAccommodationRequests@nutanix.com.