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: