客户体验主管（联邦）
Director, Customer Experience (Federal)
饥饿、谦逊、诚实、有爱心。
机会
你是否是一位有战略眼光的领导者，热衷于提升客户体验，并在打造成功团队方面有出色成绩？如果是这样，你将对加入Nutanix充满热情，这是一家致力于在经验丰富的领导指导下，凭借CEO的全力支持，转变客户体验的动态团队。
关于团队
Nutanix的客户体验团队致力于建立一个强大、技术型的客户成功能力，以支持公司向订阅模式的战略转型。该团队专注于推动客户采用、提升客户体验和促进客户扩展。团队内部文化强调协作、技术能力和与客户的直接参与，所有工作都旨在确保客户需求被优先考虑并完美执行。
你将向客户体验高级总监汇报，这位总监以亲力亲为的方式领导团队，重视开放沟通和团队内部的关系建设。这位经理致力于营造多元化和包容性的环境，同时对团队成员的发展保持问责。该职位设计为在指定区域内远程办公，提供灵活性，根据需要偶尔进行线下会议。
该职位需要定期前往区域内的客户和合作伙伴现场，必要时会有几次过夜停留，以加强关系并支持客户成功计划。旅行主要集中在指定的地理区域内，以确保高效地与客户互动。
我们正在寻找一位负责美国联邦团队的经理。
你的职责
- 领导和管理客户成功专业人员团队，推动采用并提升客户满意度和留存率。
- 与关键利益相关者建立牢固关系，包括销售领导和工程团队。
- 根据团队成员的优势和客户账户需求分配任务，以实现最佳成功结果。
- 直接与客户互动，确保他们的成功，并提供与其目标一致的支持。
- 实施符合公司向订阅模式转型的客户成功能力。
- 根据客户反馈影响产品路线图，确保产品满足市场需求。
- 培养多元化和包容性的团队环境，以增强团队协作和创造力。
- 建立绩效评估体系，确保团队目标的达成。
查看英文原文
**Hungry, Humble, Honest, with Heart.**
**The Opportunity**
Are you a strategic leader with a passion for enhancing customer experience and a proven track record in building successful teams? If so, you’ll be excited to join a dynamic team at Nutanix that is dedicated to transforming customer experience under the guidance of experienced leadership and with the overwhelming support of the CEO.
**About the Team**
The Customer Experience team at Nutanix is dedicated to building a robust, technical customer success capability, supporting the company's strategic transition to a subscription model. This team focuses on driving customer adoption, enhancing customer experience, and driving customer expansion. The culture within the team emphasizes collaboration, technical capability, and hands-on engagement with customers, all aimed at ensuring that customer needs are prioritized and executed flawlessly.
You will report to the Senior Director of Customer Experience, who leads with a hands-on approach and values open communication and relationship-building within the team. This manager is committed to fostering a diverse and inclusive environment while holding team members accountable for their development. The role is designed to be remote within the designated region, allowing flexibility, with an expectation of occasional in-office meetings as needed.
The role will require regular travel to customer and partner sites within the region, with a few overnight stays as necessary to strengthen relationships and support customer success initiatives. Travel is expected to largely remain within the assigned geographic area to ensure efficient engagement with clients.
We are seeking a Manager for our Federal (United States) team.
**Your Role**
- Lead and manage a team of customer success professionals to drive adoption and enhance customer satisfaction and retention.
- Develop strong relationships with key stakeholders, including sales leadership and engineering teams.
- Assign team members to customer accounts based on strengths and account needs for optimal success.
- Engage directly with customers to ensure their success and provide support aligned with their goals.
- Implement a customer success capability that aligns with the company's transition to a subscription model.
- Influence product roadmaps based on customer feedback, ensuring offerings meet market demands.
- Foster a diverse and inclusive team environment to enhance team dynamics and creativity.
- Establish performance metrics and evaluate team members to drive accountability and professional growth.
- Refine and mature customer success processes and tools.
**What You Will Bring**
- Bachelor's degree or equivalent.
- 7 to 10 years of experience in customer success or customer experience roles, with 3 to 4 years in a management position.
- Strong leadership and team management skills, including the ability to attract, coach, develop, and retain top talent.
- Thought leadership with CS experience that is comfortable running and building a service in parallel.
- Proven ability to build relationships with sales teams and understand customer accounts.
- Experience influencing product roadmaps based on customer feedback and market needs.
- Hands-on approach to customer engagement and problem-solving capabilities.
- Sense of urgency coupled with a bias for action and accountability mindset.
- Execution excellence with a focus on metrics.
- Commitment to diversity and inclusion in hiring and team composition.
- Experience in a subscription-based SaaS business model strongly preferred.
- Ability to navigate organizational dynamics and foster collaboration across departments.
- US Federal experience is strongly desired.
**Work Arrangement**
The pay range for this position at commencement of employment is expected to be between USD $201,000 and USD $342,000 per year.
However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
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.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.
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