Program Manager, Global Support

Program Manager, Global Support

Hungry, Humble, Honest, with Heart!

The Opportunity
This Program Manager is responsible for ensuring the highest level of customer satisfaction is achieved through our partner-led support engagements. You will be accountable for the success of an assigned set of Support Partners on a global level.

Your Role
Ownership/oversight of the partners who jointly manage technical issues and escalations with Nutanix for our end-customers. This requires developing strong working relationships with local Nutanix Channel teams as well as with the local partner and our internal Nutanix Support and Engineering teams. Additionally, development of program enhancements and delivery of continuous improvement projects to ensure the long-term success of our growing Support Partner ecosystem - with the singular goal of delivering World-Class customer experiences on a daily basis.

What You’ll Bring

• Strong leader. Highly self-motivated and willing to take ownership
• Organized and methodical with ability to think strategically, while driving tactical program execution
• Comfortable with influencing and communicating with all levels of the organization.
• Excellent understanding of the support business model including Partner support (L1/L2) and OEM Support in high tech industry
• Experience in program managing initiatives related to process and systems
• Mines data for patterns, identifies and suggests methods to drive case deflection and support efficiencies
• Manage, document and report performance of support partners against pre-established KPI’s and oversee an action plan that will result in meeting and exceeding those commitments routinely
• Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible teams to ensure a timely customer satisfying requests.
• Excellent communications skills with an emphasis on the ability to impact and influence people without direct line authority.
• Project management, and responsibility to involve all relevant stakeholders and decision makers.
• Be the voice of support within Nutanix
• Develop a strong working relationship with all internal functional team members to include Partner-Account Management, Theater Support team and Theater team leaders, technical resources, Sales resources, along with Corporate based team members
• 10+ years of support experience in the high tech industry
• Technical background of business solutions, SaaS solutions and managing multiple vendors
• Strong knowledge/background of support business and processes including partner support, software licensing and master data management

How We Work
This is a hybrid role based in Durham, NC. We work in a collaborative environment and partner with external vendors as well as internal cross functional teams. We have clear guidelines but also offer flexibility in how we get things done.

The pay range for this position at commencement of employment is expected to be between $141,600 and $283,200/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. 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.