Sr. Director, Worldwide Support – Americas West at Nutanix
San Jose, CA, US

Nutanix is looking for an experienced and knowledgeable Sr. Director to manage support delivery for the Americas’ West Support. This is a highly visible and very important role - customer support is a strategic differentiator for Nutanix, helping drive customer loyalty, references and repeat business. The Sr. Director will be responsible for the infrastructure to support the growth of Nutanix and contribute to the development, scaling and professionalization of the team. The position will report to the VP of Worldwide Support.

 

The position includes technical support, field services, and project management. The Sr. Director will be responsible for executing customer service strategy, meeting key performance metrics and overseeing the operation of the Support team for the Americas West. The Sr. Director will also be responsible for executing service level attainment, customer satisfaction, and financial results.

 

Critical success factors will be the ability to deliver sustained, world class support while scaling a high performance group of engineers supporting business critical customer environments. 

 

Responsibilities

  • Customer Satisfaction:
    • You will be measured by your ability to achieve outstanding customer satisfaction goals. Customer satisfaction is the single most important measurement of the support organization.
    • Manage customer escalations effectively and in a timely fashion.
    • Interface with critical account customers and handle stressful situations with confidence
  • Recruiting & talent management:
    • Attract, build and retain a high-performing team. Set quarterly goals and provide regular feedback on performance.
    • Ensure that support directors, managers, team leads and engineers have the resources, cross-functional relationships and processes necessary to ensure success and sustained performance
  • Performance Management:
    • Provide guidance, direction and mentoring to the team to deliver on organizational goals and objectives.
    • Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations.
    • Oversee case issue resolution, call monitoring, and development of performance metrics
  • Leadership & management:
    • Establish strong cross-functional alignment with Engineering, Product Management and Field teams.
    • Lead Support Readiness initiatives to ensure that SREs are trained, and support processes and systems are in place at the time of new product releases change.
    • Be one of Product and Engineering team's management contacts in the Worldwide Support organization.
    • Lead supportability strategy for a product(s) with Product and Engineering teams
    • Develop, facilitate and drive cross-functional initiatives aimed at improving performance and increasing execution capability.
    • Deliver reports and analysis to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution, and risk mitigation

 

Skills

  • Strong Familiarity with Storage, Networking, Virtualization and Cloud technologies.
  • Awareness and appreciation of different cultures; diversity and inclusion is a key value for Nutanix.
  • Excellent verbal and written communication skills, including ability to present technical issues and project status at the Senior Management level.
  • Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.
  • Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas.
  • High integrity. Adheres to high ethical standards – demonstrates consistency in actions and words.
  • Ability to lead, influence and motivate both teams and individuals
  • Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical
  • Must be motivated by challenges and be able to offer multiple solutions for a problem.
  • Must Identify and develop new innovate ways to better service our customers.
  • Ability to work with cross-functional teams in order to deliver objectives
  • Financial acumen; ‘Big Picture’ thinker
  • Working knowledge of tools such as JIRA, Slack, Salesforce.com
  • Good sense of humor!

 

Education / Experience

  • A/BS degree in Engineering, Computer Science, or Operations Management. MBA is a Plus.
  • 15+ years experience in an Enterprise Customer Support Organization in a leadership position.
  • Prior experience managing support delivery of complex technology products through multiple release cycles.
  • Experience building high performing global teams.
  • Strong Analytical and problem-solving skills
  • High-energy; self-starter.