Resolution Manager - WW Support

Nutanix

4.1

(30)

Bengaluru, India

Why you should apply for a job to Nutanix:

  • 4.1/5 in overall job satisfaction
  • 4.2/5 in supportive management
  • 93% say women are treated fairly and equally to men
  • 90% would recommend this company to other women
  • 87% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Fertility, family-planning benefits and parental leave to support a wide range of paths to parenthood (in the US)
  • Transgender health benefits for our employees’ safe and effective care (in the US)
  • Mental health resources, quarterly wellbeing days, no meeting Fridays & flexible time off (in the US)
  • #19894884

    Position summary

    x's product suite with the ability to effectively present complex technical material that is tailored to the target audience

    • Own and manage multiple critical incidents at the same time

    • Collaborate, coordinate and ensure continuity via action plans with global team of Resolution Managers

    • Deliver internal and external communications (i.e. Phone, Emails, Meetings, etc) to all appropriate stakeholders during the life of critical incidents

    • Consolidated Reporting for trend analysis and long-term planning

    • Develop and deliver Post Assessment Reviews to identify key product, process or people improvements

    • Ability to escalate and manage issues both internally (and externally) as needed

    • Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved

    • Work with technology partners (i.e. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.

    • Provide support on weekdays and also off hours on an as needed and scheduled rotational basis

    • Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix stack.

    What you'll bring:

    • Experience in escalation management and conflict resolutions

    • Ability to listen to and understand customer frustration points and impact of issue(s) and then translate them into positive outcomes

    • Be the customer advocate with an intense focus on their success

    • Experience in field or technical support

    • Strong organization skills with ability to multi-task in high stress situations

    • Requires flexible hours, and ability to handle high stress/high profile customer situations.

    • Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including executives

    Education & Qualification:

    • Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
    • At least 3 years of escalation, technical support and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.
    • Previous account management or account executive skills desired, with ability to organize and track multiple projects.
    • Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.
    • Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.

    Why you should apply for a job to Nutanix:

  • 4.1/5 in overall job satisfaction
  • 4.2/5 in supportive management
  • 93% say women are treated fairly and equally to men
  • 90% would recommend this company to other women
  • 87% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Fertility, family-planning benefits and parental leave to support a wide range of paths to parenthood (in the US)
  • Transgender health benefits for our employees’ safe and effective care (in the US)
  • Mental health resources, quarterly wellbeing days, no meeting Fridays & flexible time off (in the US)