Company name
Nutanix
Location
Durham, NC, United States
Employment Type
Full-Time
Industry
Manager, Project Management
Posted on
Jun 07, 2023
Profile
Manager, Worldwide Support
Hungry, Humble, Honest, with Heart!
The Opportunity
Do you thrive on solving complex technical problems? Do you want to be at the
cutting edge
of technology? If so,
we’re
interested in speaking with you! Nutanix Worldwide Support is a global organization
providing
24/7 support in over 150 countries, in 20 different languages.
We’re
as proud of our 96% Customer Satisfaction rating as we are of the advancement opportunities, we can offer our team.
Worldwide Support at Nutanix
We’re
comprised
of leading technology specialists including VCPs, CCIEs, Microsoft Certified Professionals,
Linux
and Nutanix Platform Professionals among many others. Our customer base is growing rapidly and
we’re
looking for top-tier Systems Reliability Engineers who share our passion for customer success to join our team!
Your Role
Delivery of superior-level service to end-user
customers and
functioning as point-of-contact for escalated issues to ensure
appropriate response
and focus of support teams.
Regularly
participating
in strategic planning discussions to
provide
insightful ideas on process improvements and customer service delivery.
Conducting regular team meetings and performance discussions with support engineers.
Interacting with regional and corporate management on matters between functional areas or customers and the company.
Tracking,
monitoring,
and reporting on department operations, and
closely manages
critical customer accounts to develop path to issue resolution.
Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and
maintaining
an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
Assigning and managing projects based on new product releases, call-related issues, and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.
What
You’ll
Bring
At least 3 years of management experience in a technical support environment, with advanced customer interaction skills.
Previous
account management or account executive skills desired, with the ability to organize and track multiple projects.
Effective leadership experience
required
, with goal setting and action plans for career development on a team and individual basis.
Must
exhibit
an 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.
Must have at least two years of experience as a Technical Engineer
Skilled in leading and motivating talented support engineers.
Project management experience or background, with experience in managing multiple projects and priorities.
Knowledge and
proficiency
in staff scheduling, workload analysis, performance management, and interviewing skills.
Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
Must be motivated by challenges and be able to offer multiple solutions for a problem.
Proven
track record
of
identifying
and developing innovative enhancements to Support process and
methodology
Able to develop individual and team
objectives
to contribute positively to organizational goals and direction.
Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas.
Proven ability to work in a fast-paced environment and use judgment in handling customer calls and
providing
technical
assistance
Ability to effectively present complex technical material that is tailored to the target audience at large venues.
Ability to effectively present tailored materials to executive level management
Practices effective and
appropriate communication
skills,
providing
valuable feedback and constructive criticism when needed.
Knowledge of call center processes and terminology.
Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and
provides
opportunities for open discussion and evaluation of those
ideas
How We Work
We are a hybrid team, working two days from home and three days from the office. We stay connected through weekly team meetings and daily slack chats. We are highly
collaborative
always looking for ways to improve and learn through industry certifications and Nutanix training. We strive to delight our customers in all we do.
The pay range for this position at commencement of employment is expected to be between $
120,000
and $
238,800
/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.
Apply
Company info
Nutanix
Website : http://www.nutanix.com