Customer Success Strategist

3 days ago


Singapore Nutanix Full time

About the Role

We are seeking an experienced professional to join our team as a Customer Experience Manager. In this role, you will be responsible for building and maintaining strong relationships with assigned customer accounts to ensure their success with Nutanix technology.

Key Responsibilities

  • Act as the post-sales trusted advisor for 6-8 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.
  • Collaborate with customers to understand their business goals and technical requirements.
  • Partner with customer architects team to help align architecture to customer business needs.
  • Create and document tailored Customer Success Plans that align with customers' business and technology goals, conduct reviews, and 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.
  • Lead the technical onboarding process for new customers ensuring alignment with customer's desired outcomes.

Requirements

  • 8-12 years of experience in customer-facing technical roles, demonstrating credibility with mid-senior level business and technical audiences.
  • Understanding of and experience with architectural frameworks such as ITIL, TOGAF, etc.
  • Deep technical knowledge in data center technology and virtualization, ideally with a focus on hybrid multicloud solutions.
  • Understanding of large scale customer operational standards and processes.
  • Technical credibility supported by relevant certifications (e.g., VCDX, VCAP, NPX, NCX, ITIL v4, TOGAF).
  • 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 positive outcomes and applying problem-solving strategies.


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