Resolution Manager - WW Support

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.