Staff Technical Account Manager

Nutanix is hiring a Technical Account Manager (TAM) to join our US Customer Experience organization. The TAM is a technical Nutanix platform professional who helps to ensure customer satisfaction, strengthen customer relationships and builds trusted advisor relationships with Nutanix customers. The Nutanix TAM acts as a single point of contact, customer advocate and provides direct access into Nutanix business functions (Support, Engineering, Product Management, Marketing, Executive Staff). Technical acumen in Virtualization, Data Center IT infrastructure (Storage, Compute, Networking) are core requirements with preferred industry experiences with Private/Public Cloud Services and/or leading Enterprise solutions (VDI, RDBMS MSSQL/Oracle/SAP, Big Data) in large scale enterprise deployments involving direct customer facing interaction.

Responsibilities

• Develop a deep (and technical) understanding of the customer's business priorities, operational model/objectives, data center environment, data center architecture/roadmap, and their IT initiatives.
• Develop a deep understanding and knowledge of the Nutanix platform to facilitate the trusted advisor relationship.
• Maintain awareness of customer operations as Nutanix product expert/advisor and assist with operational planning, risk management and act as an advisor for deployments
• Act as an advocate of the customer and conduit into various Nutanix cross-functional teams & leadership, including Sales, Support, Engineering and Product Management.
• Highlight any operations issues both unique to the customer's deployment of Nutanix and their IT environment and those commonly experienced to facilitate visibility, risk mitigation and alignment to best practices
• Monitor unpublished issues, internal service bulletins and other exposure to proactively mitigate future issues
• Conduct regular operational reviews with the Customer on weekly incidents, field advisories, security vulnerabilities, and related root-cause analysis.
• Conduct and coordinate a twice-yearly health check on the customer's environment
• Coordinate issue management, escalation and resolution with Support and Engineering. Coordinate the delivery of consulting services.
• Extract and maintain account insights and capture in systems of record.
• Participate in Sales Account Planning and support account penetration/pipeline growth strategies
• Customer travel approx. 20%

Requirements

• Must be a US Citizen, residing in the continental US in either the Eastern or Central time zones.
• 4-5+ years' experience in customer-facing support role.
• 2-3+ years virtualization admin or engineering experience, including VMware vSphere (Hyper-V a plus). Nutanix platform knowledge and expertise is highly desired, including AOS and AHV experience. Related certifications in networking and storage highly desired
• 1 to 3+ years of either enterprise storage or networking expertise. Related certifications in networking and storage highly desired
• Customer Relationship Management experience is high desired.
• Understanding of data center infrastructure - virtualization, compute, storage, networking, converged infrastructure, distributed file systems, DR/HA, security - and workloads such as VDI and enterprise apps.
• Excellent communication, project management, presentation, and problem-solving skills required with ability to build trusted partner relationships with premier enterprise and Financial Services Industry customers. Ability to scale from technical engagements and guidance to mid-level IT management interaction.
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management and Consulting Services.
• Manage communication, education, and consumption of unpublished internal information on product stability, which can be sensitive, to pre-emptively mitigate risks for Customers. Or before the information is generally published
• Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and Nutanix stakeholders
• Bachelor's Degree in Computer Science, Engineering or related field, or equivalent technical experience is required.

About us

Founded in 2009 and headquartered in San Jose, California, Nutanix is a passionate team of 6000+ employees worldwide. Our people (we call ourselves "Nutants") are the heartbeat of #LifeAtNutanix and one of the many things that makes Nutanix a great place to work. We share an intellectual curiosity, a bias for action, and an obsession for our customers. We are builders and problem solvers with an entrepreneurial spirit. Above all, we celebrate what makes each of us unique.

We are humbled to be recognized as one of Bloomberg's Top 50 Companies to Watch in 2020 and one of the Fortune 100 Best Companies to Work For® 2020.

We're growing fast and disrupting the computing industry. Join us and make your mark.

About our business

Nutanix is a global leader in cloud software and a pioneer in hyperconverged infrastructure solutions, making computing invisible anywhere. Companies around the world use Nutanix software to leverage a single platform to manage any app, at any location, at any scale for their private, hybrid, and multi-cloud environments.

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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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.