Staff Customer Experience Manager, Saudi Arabia

1 week ago

الرياض, Saudi Arabia Nutanix Full time

**Hungry, Humble, Honest, with Heart.**

**The Opportunity**

Are you an experienced customer-facing professional with a strong technical background and a passion for building relationships with mid-senior level stakeholders? If so, you would thrive in our newly established Customer Experience organization in Saudi Arabia, where you can play a pivotal role in driving customer success, working alongside a collaborative team, and seizing opportunities for growth and advancement in a dynamic market.

**About the Team**

The Customer Experience Manager role 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. The position 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.

You will report to the Regional Leader of Enterprise Architecture and Customer Experience, who believes in a collaborative management style that empowers team members and promotes collective success. This role offers a remote work setup, providing flexibility for team members. While there is no mandatory in-office schedule, employees are encouraged to visit the office as needed to enhance collaboration.

This role requires weekly travel to approximately 5 or more assigned customer accounts, primarily within Saudi Arabia. Depending on specific account assignments, there may also be occasional travel to other locations in the region, such as Dubai. The ability to travel frequently is essential for building and maintaining effective relationships with customers.

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

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

**Work Arrangement**

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 2 - 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

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