Resolutions Manager

at  Nutanix

THE OPPORTUNITY

This role is hybrid 3 days required at the office.
Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success. Ensuring 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.

• 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.