• Drive account level escalations, up to and including CAP (Critical Account Program) level, to resolution and ensure accurate and timely customer and executive-level communications.
• Ensure the correct resources are working on the resolution of critical incidents appropriate to the severity.
• Ensure that incident management processes are followed and that postmortems are completed to capture process deviations and improvement areas.

 

 

• Collaborate with and lead a team/group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and achieving success in expeditious resolution. 
• Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and key internal stakeholders.
• Manage the customer relationship(s) and act as an escalation point for internal Nutanix teams to remove roadblocks and help prioritize technical issues at a global level.
• Own and support the response and coordination between both the customer and internal functions to key stakeholders and senior leadership.
• Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer-facing communications.
• Drive continuous improvement in people, processes, and technology through a closed-loop process of identifying drivers for escalation and negotiation with people managers and business leaders to drive improvements.
• Proactively monitor key indicators for account level escalations to identify accounts at risk and direct actions to prevent further escalation.
• Build and maintain strong working relationships with key contacts at logistics providers to address concerns, identify opportunities for improvement, and foster collaboration.
• Drive aggressive Field Engineer (FE) SLA performance with Service Providers.
• Facilitate weekly meetings with Service Providers to review operations and identify process improvements.
• Conduct Quarterly Business Reviews with Service Providers and Japan Support.
• Manage Standard Operating Procedure to ensure accuracy and version control.

 

 

• Fluent Traditional Japanese and advanced English verbal and written communication skills
• Minimum of 4 years experience in critical/crisis situation management for technical customer escalations.
• Bachelor’s degree in business, computer science, engineering or related field or equivalent experience
• Communicating confidently and clearly on conference calls, in meetings and via email at all levels of the organization
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Craft business-appropriate communications for the affected operating groups and manage communication on major incident conference calls
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management
• Crisis management skills: ability to set priorities, pursue multiple threads simultaneously, accurately reflect the current state, and drive towards the desired state
• Ability to maintain calm during stressful situations
• A team player who is influential and builds good working relationships across all functions 

 

• Experience and understanding of a wide array of specific tools and software (SaaS Platforms, SalesForce, Jira, Confluence, and Google suite experience are a Plus)
• Knowledge of software development lifecycle
• ITIL v3/v4 Foundations Certification

 

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