Customer Experience Manager
**饥饿，谦虚，诚实，心情厚.****机会**你是一个经验丰富的面向客户专业人士吗？有强大的技术背景和对与中等高级利益相关者建立关系的热爱？如果是这样的话，你将在我们新成立的客户体验组织中繁荣起来。在这里，你可以在推动客户成功，与合作团队一起工作，并在动态市场上抓住增长和进步的机会方面发挥关键作用。**关于团队** 客户体驗管理员角色将成为法国加强客户关系和提高满意度的团队的一部分。职位可以在法国任何地方建立，它促进了旨在实现卓越的协作和赋权文化。该团队的使命是成为客户的可靠合作伙伴，确保满足他们的需求并培养长期关系，从而推动我们解决方案的**采用**和成功。你将报告给客户体验领导者之一，他相信一个有助于团队成员获得更好的协作管理风格，并促进集体成功。这个角色提供远程工作设置，为团队成员提供灵活性。虽然没有强制性办公时间表，但鼓励员工根据需要来加强合作。这项职能要求每周前往约10-12个或更多分配的客户帐户。具体的账户任务取决于该地区其他地点也可能有偶尔的旅行。经常出行的能力对于建立和维持有效与客户关系至关重要。**你的角色** - 与分配的客戶帐户建立和培养牢固的关系，作为 Nutanix 技术的可信顾问在整个旅程中。- 制定和实施与客户目标一致的定制客户成功计划，定期进行审查以追踪进步并根据需要调整。- 监测和改善客户满意度指标，积极解决任何问题来提高总体客户体验。-通过利用深入技术知识和促进客户组织的主动参与推动产品采用和扩张。- 与内部团队合作优化资源，确保对客户需求和反作出有效反应。- 在建立基础流程和最佳实践中发挥关键作用。
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**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, 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 team focused on enhancing customer relationships and driving satisfaction in France. The position could be based anywhere in France 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 one of the Leaders of 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 10-12 or more assigned customer accounts. Depending on specific account assignments, there may also be occasional travel to other locations in the region. The ability to travel frequently 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 year 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**
- 5+ years of experience in **customer-facing technical roles**, engaging with mid-senior level stakeholders.
- Strong technical expertise in data center technology, virtualization, and hyper-converged solutions.
- Relevant technical certifications (e.g., **VCDX, VCAP, NCX, NCM, NCP**) enhancing credibility or working towards them.
- 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 **French** and **English** is required for this role
**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.
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