Hungry, Humble, Honest, with Heart.
The Opportunity
The Resolution Manager is a key driver for managing the resolution of technical and political problems with severe consequences to Nutanix or our customers. This responsibility includes collaborating and partnering with the organization to drive action and reporting back to leadership on the drivers of customer dissatisfaction. As a Global Technical Support team member, the Resolution Manager is technically competent and business-oriented. This role requires an individual who can take charge in high-stress situations and give direction to both customer personnel and to Nutanix key stakeholders to drive expeditious resolution of incidents.
At all times, the Resolution Manager will:
- Drive account level escalations, up to and including CAP (Critical Account Program) level, to resolution and ensure accurate and timely customer and executive-level communications.
- Ensure the correct resources are working on the resolution of critical incidents appropriate to the severity.
- Ensure that incident management processes are followed and that postmortems are completed to capture process deviations and improvement areas.
About the Team
We are a hybrid global team across 6 different Support centers that balances office time to build and strengthen key internal relationships . Occasional weekend and after business hours work is required.
The team maintains communication with each other through Slack and a weekly sync.
Your Role
- Collaborate with and lead a team/group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and achieving success in expeditious resolution.
- Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and key internal stakeholders.
- Manage the customer relationship(s) and act as an escalation point for internal Nutanix teams to remove roadblocks and help prioritize technical issues at a global level.
- Own and support the response and coordination between both the customer and internal functions to key stakeholders and senior leadership.
- Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer-facing communications.
- Drive continuous improvement in people, processes, and technology through a closed-loop process of identifying drivers for escalation and negotiation with people managers and business leaders to drive improvements.
- Proactively monitor key indicators for account level escalations to identify accounts at risk and direct actions to prevent further escalation.
- Build and maintain strong working relationships with key contacts at logistics providers to address concerns, identify opportunities for improvement, and foster collaboration.
- Drive aggressive Field Engineer (FE) SLA performance with Service Providers.
- Facilitate weekly meetings with Service Providers to review operations and identify process improvements.
- Conduct Quarterly Business Reviews with Service Providers and Japan Support.
- Manage Standard Operating Procedure to ensure accuracy and version control.
What You Will Bring
- 3 years experience in critical/crisis situation management for technical customer escalations.
- Bachelor’s degree in business, computer science, engineering or related field or equivalent experience.
- Communicating confidently and clearly on conference calls, in meetings and via email at all levels of the organization.
- Strong organizational skills with the ability to manage multiple tasks simultaneously.
- Craft business-appropriate communications for the affected operating groups and manage communication on major incident conference calls.
- Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management.
- Advanced English, verbal and written communication skills when dealing with customers and business partners.
- Crisis management skills: ability to set priorities, pursue multiple threads simultaneously and accurately reflect the current state.
- Ability to maintain calm during stressful situations.
- A team player who is influential and builds good working relationships across all functions.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.