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Nutanix is seeking an experienced Senior Customer Experience Manager to join its newly established Customer Experience organization in the Netherlands. This role is primarily remote with flexibility to visit the office as needed for collaboration.
You will manage 10-12 assigned customer accounts, acting as a trusted advisor and strategic partner throughout their journey with Nutanix's cloud infrastructure and hyper-converged solutions. Your responsibilities include building and nurturing strong relationships with mid-senior level stakeholders, developing tailored Customer Success Plans aligned with customer goals, and conducting regular reviews to track progress and adapt strategies.
Key responsibilities:
- Monitor and improve customer satisfaction metrics, proactively addressing concerns
- Drive product adoption and expansion through deep technical knowledge and proactive engagement
- Collaborate with internal teams to optimize resources and respond effectively to customer requirements
- Establish foundational processes and best practices within the newly formed customer experience team
- Advocate for customer needs and deliver constructive feedback to influence product development
- Achieve NCX certification within the first year
- Travel frequently (10-12 accounts) to visit customers and maintain effective relationships
You bring 10+ years of customer-facing technical experience with mid-senior stakeholders, strong expertise in data center technology, virtualization, and hyper-converged infrastructure. Relevant technical certifications (VCDX, VCAP, NCX, NCM, NCP) are valued. Familiarity with ITIL and TOGAF architectural frameworks is beneficial. You excel at managing large-scale customer operational standards, possess exceptional communication and relationship-building skills, and maintain a customer-centric mindset focused on driving change and developing success strategies. You thrive in cross-functional collaboration and are adept at delivering feedback to enhance service delivery.
