Sales Support and Shared Services Manager

Sales Support and Shared Services Manager

Mexico City

Hungry, Humble, Honest, with heart!

The Opportunity

The Sales Support and Shared Services team is composed of approximately 15 individuals across the globe strategically placed to cover worldwide sales business at Nutanix.

The team is a highly diverse set of young professionals with a mix of experience in customer support in the IT world. We have proudly driven changes to help improve the end-to-end sales cycle since our inception in 2021 and continue to drive productivity for other business units through offloading low touch tasks under the Shared Services model.

Our goal is to continue driving an excellent support model for our sales teams while driving productivity through continuous improvement in processes and responsibilities managed by our team. We’re looking for an individual who will share our vision!

Sales Support and Shared Services at Nutanix

The Sales Support and Shared Services team sits within the Worldwide Deal Support and Order Management organization under Revenue operations. Your primary customer will be Nutanix sales teams but will work with multiple teams involved in the sales process. Some of these teams include Deal Desk, Bid Management, Order Management, CPQ (Configure, Price, Quote), Bizapps, Product managers and others which in turn creates a very dynamic role where the ability to analyze and lead conversations between these parties is key as you are, often, the first point of contact for sales teams.

Your role

• Lead and manage the America’s Sales Support & Shared Services team
• Responsible for coaching and training individual contributors through their professional development
• Meeting and exceeding SLA within our areas of support
• Providing accurate reporting to Nutanix Leadership
• Manage deal approvals focused on driving revenue within the America’s region (North, Central and LATAM)
• Surface and escalate any quote related challenges to appropriate stakeholders
• Support global sales organization on pricing related to strategic programs and initiatives
• Lead and manage short and long-term projects focused on driving a higher quality sale

What you’ll bring

• Proven track record in leading and managing teams
• Ability to set and achieve organizational and individual goals
• Ability to work with multiple stakeholders to drive appropriate projects and improvements
• Focused and driven towards continuous improvement
• Proven ability to provide exceptional high-end customer service
• Experience in enterprise technology sales and sales operations is a plus
• Accurately follow standard operating procedures established by the business unit
• Experience with quoting processes and sales cycles
• Strong analytical skills
• Strong Change Management Skills: Follow Up, Follow Through, Accountability, Sense of Urgency, and superior customer service

Tools and Processes:

• Microsoft Excel – Proficient user
• Enterprise CRM (Customer Relationship Management) software such as Salesforce.com
• Quoting in Steelbrick or similar CPQ tools
• Ticket management via Freshdesk or similar

Experience and Qualifications:

• 2+ years experience in management
• 3+ years of customer and/or sales support experience
• A Bachelor’s degree in business administration, IT related career or finance is a plus
• Quote approvals or Deal Desk experience

About the opportunity

Meet the hiring manager: Sales Support and Shared Services Senior Manager, Arnie Gonzalez(https://www.linkedin.com/in/arnulfo-gonzalez/)

• I Joined Nutanix and the team in 2019 as a Quote Support Representative as the team was previously known. Throughout my tenure at Nutanix I have been able to form part of the transformation of the team into what is now known as the Sales Support and Shared Services Team. I’m currently managing the team at a global level and will be leading the effort of driving this new project to provide a sizing service desk to our SE organization.

• My career: Prior to Nutanix I was in different roles in the IT industry focused on providing excellent customer support. While my first management role came at Nutanix I was always focused on becoming a leader and driving change within the teams I was placed in.

• Biggest achievement?

Leading the effort behind creating our Shared Services team and successfully creating a team in Serbia, remotely along with aligning an operation at a global level that was previously run through regional management teams.

• Who am I looking for?

This team is brand new and will have lots of moving pieces that will require an individual who’s willing to help create and standardize processes.. I’m looking for individuals that are willing to help set up a framework within the team and are not afraid to speak up and work together. This is one of the key skills that have driven our success as a team and therefore highly valued.  

What the team says about Arnie;

“Arnie exemplifies all the qualities a true leader would hope to have so seamlessly. He’s always thinking ahead, yet is very mindful about how to go about it in the best way, eager to spotlight his peers and teammates and always open to listen, learn and communicate.” 

Mina, Sales Support & Shared Services Manager 

“Arnie is an outstanding leader, manager and person. He ensures that his team is always taken care of and that has all the tools to be successful in their job, but also in your  career. He is approachable and easy to talk to.”

Victor, Sales Support & Shared Services Manager

How we work:

AMERICAS Sales Support & Shared Services Team is a hybrid team with the team working in Mexico City, Mexico. When working from home, you will still feel connected to the team with our bi-weekly meetings, 1-1s and daily slack (instant messaging) chats. We are in the office every Thursday of the month for office lunches and we utilize these days to  catch up, socialize and enjoy our amazing office space!  

Do not meet every single requirement? Studies have shown that some people such as women and people of color are less likely to apply to jobs unless they meet every single qualification. At Nutanix we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every single qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.  

We're an Equal Opportunity Employer Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected]

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