Resolution Manager

Resolution Manager

Hungry, Humble, Honest, with Heart!

The Opportunity

Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success.

Here at Nutanix we ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer obsession. We are looking to expand our world class team with customer focused individuals driving critical issues to closure. Collaborating alongside our top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way.

How we Work:

We are a hybrid global team across 6 different Support centers. That balances office time to build and strengthen key internal relationships with the flexibility of occasional work from home. Occasional weekend and after business hours work is required. The team maintains communication with each other through Slack and a weekly sync. Learn more about Nutanix.

Your role

• Triage Critical Incidents and develop action plans to deliver customer success.

• Develop technical understanding of Nutanix'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 off hours on an as needed and scheduled rotational basis.

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.

Qualifications and Experience:

• 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.

Meet Nick! Sr Manager, Global Technical Support (Nicholas Wilhelm-Olsen LinkedIn)

• Joined Nutanix in 2020 to build a Worldwide Support team.
• Previous experience at NetApp and Lexmark.
• He is husband and father of two stepsons who makes him proud every day.
• Life Group: Family-Xperience.

Who am I looking for?

He is looking for a creative professional who is experienced in driving across organizational and company borders to help customers succeed when they are facing the toughest challenges.

What the team says:

"Nick is the type of leader you often seek, but seldom encounter. He consistently makes himself as available as you need him, but never will shy away from allowing you the independence you seek." -- Ryan Morrison, Resolution Manager.

"Nick is the type of leader that provides both structure and autonomy. He does a great job at providing much needed direction and framework but does also empower you to take initiatives and bring your own ideas." -- Maxime Serindou, Resolution Manager.

The pay range for this position at commencement of employment is expected to be between $93,600 and $186,000/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Nutanix is an equal opportunity employer.

The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.