Customer Service Advocate at Nutanix
San Jose, CA, US

We are ensuring the success of our groundbreaking technology through cluster health monitoring and quick response time. We are top-notch engineers from companies like Cisco, VMware, and Google with the ability to handle all problems that come our way. Working closely with Sales, Software Engineers and our Systems Reliability Engineers, the SRA team acts as our customer’s champions for non-technical issues and assists our SREs in providing the best customer support experience.

 

The Role: Customer Service Advocate

Nutanix is seeking well-rounded customer advocates to help support our systems in the field and provide an enriched and successful product experience. You will need to be the champion for Nutanix customers, handling all issues our customers encounter with Product licensing and Portal related issues, along with assisting our Systems Reliability Engineers in delivering world-class customer service.

 

Responsibilities:

  • Handle all process and systems related support requests ( Licensing requests, Support Portal issues etc.)
  • Define and drive changes to our systems and processes working with support management, given feedback from customers and field implementations
  • Develop and contribute to internal and external knowledge bases
  • Develop process documentation and UAT new feature setup and Issue management
  • Serve as liaison between Systems Reliability Engineers, Management and customer to improve customer service and business productivity.
  • Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix product to ensure that we have highly-satisfied customers.

 

Requirements:

  • Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills
  • The passion & ability to adapt to a fast-paced environment, learning new things, while never being satisfied with the status quo.
  • Highly organized, process and detail oriented.
  • Strong analytical, quantitative and data skills
  • Experience in developing and implementing process improvements
  • Prior experience with CRM tools. Salesforce preferred.
  • Proficiency with Excel and PowerPoint.
  • Be self-driven with a willingness to work in a fast growing company with huge potential.

 

Qualifications and Experience:

  • Bachelor’s degree with STEM orientation from an accredited university or college with 1-3yrs prior experience.
  • 2+ years of experience in customer-facing positions
  • Prior experience supporting a Support organization a plus