Technical Customer Experience Leader

7 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Nutanix Full time

About the Role

The Senior Technical Relationship Manager will be part of a newly formed team within Nutanix focused on enhancing customer relationships and driving satisfaction in the emerging markets region, with a particular emphasis on Saudi Arabia.

This role is primarily based in Riyadh, Saudi Arabia, and it fosters a collaborative and empowering culture aimed at achieving excellence. The mission of this team is to become a trusted partner for our customers, ensuring that their needs are met and fostering long-term relationships that drive the adoption and success of our solutions.

Key Responsibilities

  1. Build and maintain strong relationships with assigned customer accounts to ensure their success with Nutanix technology.
  2. Act as the post-sales trusted advisor for strategic customers, overseeing customer needs from deployment to adoption to long-term operation to expansion.
  3. Collaborate with internal teams to optimize resource utilization and serve customer requirements effectively.
  4. Create and document tailored Customer Success Plans that align with customers' business and technology goals, conducting regular reviews to track progress.
  5. Monitor customer satisfaction metrics (e.g., NPS, CSAT) and proactively address any concerns.
  6. Drive product adoption and expansion among customer organizations through deep technical understanding and proactive relationship management.
  7. Provide actionable insights on technology usage, maturity, and best practices to help customers achieve operational efficiency.
  8. Collect and advocate customer feedback to influence future product development and service enhancements at Nutanix.
  9. Conduct regular reviews with customers to assess progress and evolving requirements.
  10. Establish a foundational customer experience team, developing processes and best practices.
  11. Achieve NCX certification within the first year to enhance credibility and expertise in customer experience management.

Requirements

  1. 8 to 12 years of experience in customer-facing technical roles, demonstrating credibility with mid-senior level stakeholders.
  2. Deep technical knowledge in data center technology and virtualization, ideally with a focus on hyper-converged solutions and hybrid multi-cloud.
  3. Technical credibility supported by relevant certifications (e.g., VCDX, VCAP, NCX, NCM, NCP).
  4. Understanding of architectural frameworks (e.g., ITIL, TOGAF).
  5. Understanding of large-scale customer operational standards and processes, preferably in the Banking/FSI sector.
  6. Ability to collaborate with cross-functional teams and technical audiences.
  7. Excellent communication and relationship skills, capable of advocating for customer needs and delivering constructive feedback to internal teams.
  8. A customer-centric mindset with a passion for driving change and building customer success strategies, delivering positive outcomes and resourceful problem-solving abilities.
  9. Fluency in Arabic and English is required for this role.

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