Customer Experience Manager

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. There,  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  EMEA. The position will be based in Barcelona, Spain  and 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 one of the  Customer Experience leaders, who believes in a collaborative management style that empowers team members and promotes collective success.

This role requires  frequent engagement with 20-25 assigned customer accounts. Depending on specific account assignments, occasional travel to other locations in the region  may also be  required. The ability to travel  occasionally  is essential for building and  maintaining effective relationships with customers.

Your Role

Build and nurture strong relationships with assigned customer accounts, acting as a trusted advisor throughout their journey with Nutanix technology. 

Develop and implement tailored Customer Success Plans that align with customer goals, conducting regular reviews to track progress and  adapt as necessary. 

Monitor and improve customer satisfaction metrics, proactively addressing any concerns to enhance overall customer experience. 

Drive product adoption and expansion by  leveraging  deep technical knowledge and fostering proactive engagement with customer organizations. 

Collaborate with internal teams to  optimize  resources and ensure effective response to customer requirements and feedback. 

Play a pivotal role in  establishing  foundational processes and best practices within the customer experience team. 

Achieve NCX certification within the first  three years to enhance  expertise  in customer experience management and  establish credibility. 

Advocate for customer needs and deliver constructive feedback to influence Nutanix's product development and service enhancements. 

What You Will Bring

3-5+ years of experience in  technical customer-facing technical roles (Support Engineer, Systems Engineer, Technical Account Managers), engaging with mid-senior level stakeholders. 

Technical  expertise in data center  technology, virtualization, and hyper-converged solutions. 

Nice to have Expertise in VMware ESXi and data center virtualization, ideally with experience in Nutanix Enterprise Cloud Platform.

Understanding storage and data protection technologies (replication, snapshots, backup, restore, etc.).

Nice to have  technical certifications (e.g., VCP, NCM, NCP) enhancing credibility. 

Familiarity with architectural frameworks such as ITIL and TOGAF. 

Proven experience in managing large-scale customer operational standards and processes. 

Exceptional communication and relationship-building skills, with a focus on advocacy for customer needs. 

Customer-centric mindset coupled with a passion for driving change and developing success strategies. 

Adept at collaborating with cross-functional teams and delivering feedback to enhance service delivery. 

Fluency  in  English  is required for this role, with  additional language skills: French or Arabic

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.

--