As a Nutanix Enterprise Technical Account Manager you will use your strong technical and problem management skills to ensure that our customers are receiving and reaching the highest levels of technical support and customer satisfaction. You will focus on a select number of our Enteprise customers and drive our technical support processes and responses to requests and issues at these accounts.
Manage technical support and technical response to both Pre-sales and Post-sales Enterprise Customer Accounts
Provide support to the Nutanix SE and Account Manager team
Collaborate with cross-functional teams (Sales, Engineering, SRE, Marketing, Operations) to drive resolution to complex customer issues and determine how to best meet the demands of these accounts.
Develop, Present, Discuss, and Drive plans to resolve customer issues and implement requests.
Establish strong relationships with key customer technical and business personnel. Keep the pulse and temperature of their product experience.
Drive customer product feature requests and bug fixes through the appropriate channels. Become an complete customer-oriented advocate.
Stay apprised of upcoming product features and plans. Present product roadmap to key account contacts.
Understand customer success criteria and define customer success metrics. Assist customers in analyzing status against these criteria and metrics.
Conduct quarterly or annual Cluster Configuration and best practices health checks.
Evolve company capabilities to provide knowledge and technical support to our customers
Further develop the TAM process and charter.
Prefer 6+ years experience in a Technical Management position
Experience in the Enterprise Infrastructure (Storage / Networking / Virtualization / Linux & Windows Administration) product space
Strong understanding of VMware virtualization, Storage fundamentals and protocols, Networking protocols and the TCP/IP stack, and Linux Systems
Travel to our prospective and current customer sites and businesses as necessary
Great interpersonal, communication, and presentation skills. Willingness and ability to develop relationships with our customer base.
Strong aptitude and willingness to learn new technologies. Capability to understand the Nutanix Product in significant depth and have productive technical conversations with Nutanix Customers and cross functional teams.
BS in Engineering (or equivalent technical degree and 6+ years work experience).
Previous experience in a Technical Account Management position at a Storage / Networking / Virtualization / Linux based product company
Graduate engineering degree or MBA.
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