Field Support Program Manager

Product Support San Jose, California Req.Num.: 11367


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.

Partner Support Program Mgr.

The Field Support Program Mgr. will be responsible for improving existing, and developing new processes, in support of an enhanced Field Delivery experience for our customer base.  In this role, the candidate will provide critical business operational support to our internal stakeholders and external Partners. Additionally, this individual will act as a liaison between our partners and our internal support organization, leading customer escalations and driving root cause analysis and corrective actions for future improvement. Your ability to provide in-depth business analysis will be essential to driving overall improvements to the support delivery process and long-term serviceability of the product. You will also be expected to take a leadership role in defining the next-generation training and engagement process with our service delivery partners.

Summary of Essential Job Functions:

Operational Execution: responsible for operational execution of all service delivery activities related to the assigned account, including but not limited to, QBR preparation,

Escalation Mgmt: Astute at managing customer and partner escalations. Ability to take a big picture view of the issue while keeping the immediate customer pain point front and center. Requires the skill to pull in the right resources (both internally and with our partners) to help lower the customer temperature.

Relationship Mgmt: Act as liaison to our Partners and our Support Teams, driving the communication and escalation management. Collaborate with counterparts in other Operations-based functional areas including Reverse Logistics, Quality, Process Eng, Finance and Support Readiness. Monitor KPI’s to identify opportunities for partner improvement.

Strategy: Help develop and execute multi-year service delivery strategy for the assigned partners, working closely with internal stakeholders. Develop best practices, and drive standardization across Global Field Engineering processes, using best-in-class industry principles.

Program/Project Management: Create, organize and manage programs and tools within matrixed organization in support of service delivery goals (globally) across Worldwide Support organization.

Critical Competencies to Drive Business Results:

  • Process, Systems & Enablement Influencing/Shaping - Provides input to the development and/or modification of systems and processes to optimize the Partner experience
  • Business Planning Support - Development of reports, dashboards and other internal tools that provide actionable data in support of the KPI’s of the Field Engineering function.
  • Financial/Business Acumen - Exhibits solid business and financial acumen to develop meaningful business or operational recommendations to improve and continually motivate our delivery partners. Cost and account reconciliation experience desired.   
  • Change Management - Develops methods for supporting innovation and change across the larger organization 

Experience:

  • Undergraduate degree in a business or technical field.
  • 7+ years of working experience in a Field-facing/Partner Mgmt function.
  • 7+ years of general program management experience.
  • Working knowledge of ERP/CRM system and related tools (SFDC preferred)

Nutanix is an equal opportunity employer.

The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.