Hungry, Humble, Honest, with Heart!
The Opportunity
This role is Hybrid workstyle.
Nutanix is a cloud software vendor that provides solutions for hybrid multicloud under the keyword "One Platform. Any App. Any Cloud." Founded in 2009 and headquartered in San Jose, California, Nutanix is a global leader in the hybrid cloud solutions industry with over 6,000 employees worldwide and continues to grow.
We help many customers eliminate vendor lock-in they face when choosing between on-premises or public cloud, and provide solutions that enable simple operations. Our solutions promote infrastructure automation, enabling IT departments to focus on applications and services more closely related to business, and realize one-click management and operations across public cloud, private cloud, and edge cloud environments. By simplifying management and operations, we reduce system complexity and achieve TCO reduction. Additionally, by transitioning to such flexible and agile solutions, organizations can rapidly adopt new technologies and maximize the use of cloud environments.
Nutanix was also selected as one of Bloomberg's "Top 50 Companies to Watch in 2020" and one of Fortune magazine's "100 Best Companies to Work For® in 2020."
Position Overview
Nutanix Japan is recruiting a Technical Account Manager (TAM) to work in the Operational Support Services division of the Professional Services organization (a service provided to customers in the operational phase).
The TAM is a technical expert on the Nutanix platform who leverages comprehensive technical, communication, and collaboration skills to build trusted advisor relationships with customers and support them in maximizing the return on their Nutanix platform investments.
The TAM builds a strong relationship of trust with customers and is expected to function as Nutanix's representative single point of contact (SPOC) for the customer.
The "Nutanix representative point of contact function" means leading necessary communication between the customer and Nutanix to oversee and facilitate overall progress in resolving issues that arise in the customer environment. To accomplish this, the TAM will directly contact Nutanix business functions across the organization (support, product engineering, product management, marketing, executive staff in Japan and globally, and of course the sales/SE team responsible for the customer) to request necessary support. To fulfill these roles, the TAM must possess technical knowledge and experience in virtualization (hypervisor stack, Nutanix AHV/vSphere ESXi), private/public cloud services, and data center IT infrastructure (storage, compute, networking), as well as knowledge and experience regarding business deployment of enterprise customers. Industry experience and customer-facing experience with major IT solutions deployed at enterprise scale (VDI, databases, big data, etc.) are highly desirable.
Roles Expected of TAM:
- Understand customer business and IT strategy, and grasp priorities and operational objectives
- Possess deep knowledge of Nutanix products and build relationships as a trusted advisor
- Understand customer operational status and support operational planning and risk management
- Collaborate with various departments within Nutanix, advocate for customer needs, and support optimal product utilization
Basic Activities of TAM:
- Verify Nutanix product licenses owned by customers and support optimal utilization
- Visualize and assist in resolving product implementation and operational issues in customer environments
- Plan and conduct regular operational meetings and periodic business reviews, and engage with executive sponsors
- Establish direct relationships with stakeholders and confirm the value provided by TAM
- Conduct health checks of customer environments and oversee communication during incidents
- Provide value-added TAM services and continuously confirm that they meet customer expectations
- Participate in Nutanix sales strategy and pipeline growth strategy
- Visit customer sites at appropriate frequencies
Required Qualifications for TAM:
Job Experience:
- 2 or more years of customer interaction and customer relationship management experience
- Bachelor's degree in computer science, software engineering, or a related field, or equivalent experience
- Preferred: Experience as a TAM, CSM, project manager, or pre-sales engineer
- Preferred: 3 or more years of enterprise data center experience
- Preferred: Experience with advanced enterprise solutions
- Preferred: Knowledge and experience understanding published security advisories and guiding customers on potential product risks and countermeasures
Technical Understanding and Skills:
- Specialized knowledge of data center infrastructure and virtualization, and deep technical understanding of enterprise applications
- Preferred: 3 or more years of specialized knowledge in enterprise storage or networking
- Preferred: Experience with task automation or scripting (Python, PowerShell, etc.)
- Preferred: Knowledge or experience in ITSM/ITIL
Communication and Leadership Skills:
- Excellent communication, project management, presentation, facilitation, negotiation, conflict management, and problem-solving skills
- Ability to proactively establish cross-functional collaboration within the organization to address technically or politically complex issues, and lead effective communication structures for customers
- Ability to work with a wide range of stakeholders and build trusted partnerships with Tier 1 customers such as large enterprises and financial services
- Ability to manage multiple projects and tasks
Description
Nutanix is hiring a Technical Account Manager (TAM) in Japan to join our Operational Support Services team in the Professional Services organization.
The TAM is a technical Nutanix platform professional who uses a comprehensive set of technical, communication, and collaboration skills to build trusted advisory relationships with our customers and help them maximize their benefit of Nutanix platform investments.
The TAM builds a good relationship of trust with the customer and serves as a Nutanix representative single point of contact (SPOC) for the customer.
The "Nutanix representative point of contact" refers to leading the necessary communication between the customer and Nutanix to oversee and facilitate overall progress in resolving issues that arise in the customer environment. To accomplish this, the TAM work directly with Nutanix business functions (support, product engineering, product management, marketing, and executive staff in Japan and globally, and of course the sales/SE team responsible for the customer) across the organization to request assistance as needed.
Technical and Business acumen in Virtualization (Hypervisor stack, especially vSphere ESXi), Private/Public Cloud Services, and Data Center IT infrastructure (Storage, Compute, Networking) are core requirements with preferred industry experiences about leading Enterprise solutions (VDI, Database, Big Data etc.) in large scale enterprise deployments involving direct customer facing interaction.
Responsibilities:
- Understand priorities, operational models/goals, data center environment, and IT strategic initiatives in the customer's business deeply and technically.
- Develop a profound understanding of Nutanix products, building relationships as a trusted advisor.
- Assess and support the customer's operational situation, aiding in operational planning and risk management.
- Act as an advocate for customers within Nutanix, collaborating across internal teams to support optimal product utilization.
Activities:
- Verify and support the optimal use of Nutanix product licenses held by customers.
- Visualize and assist in resolving product implementation and operational issues in the customer's environment.
- Plan and organize regular operational meetings and periodic business reviews, and interact with the executive sponsor.
- Establish direct stakeholder relationships and assess TAM's value proposition.
- Conduct health checks of client environments and oversee communication in the event of a failure.
- Provide value-added TAM services and ensure that they meet customer expectations on an ongoing basis
- Participate in Nutanix sales and pipeline growth strategies.
- Visit customer sites as often as appropriate
Required Qualifications:
Job Experience:
- Required: Over 2 years of experience in customer interaction and customer relationship management.
- Required: A bachelor's degree in computer science, software engineering, or a related field, or equivalent experience, is required.
- Preferred: Experience in roles such as TAM, CSM, Project Manager, or pre-sales engineer.
- Preferred: Over 3 years of experience in enterprise data center environments, with expertise in virtualization.
- Preferred: Experience in advanced enterprise solutions.
- Preferred: Knowledge and experience understanding published security advisories and guiding customers through potential product risks and countermeasures
Technical Understanding and Skills:
- Required: Deep technical understanding required for data center infrastructure, Virtualization, and workloads like VDI and enterprise applications.
- Preferred: Over 3 years of specialized knowledge in enterprise storage or networking.
- Preferred: Experience in automation tasks and scripting (Python, PowerShell, etc.).
- Preferred: Knowledge or experience in ITSM/ITIL.
Communication and Leadership Skills:
- Required: Excellent communication, project management, presentation, facilitation, negotiation, conflict management, and problem-solving skills.
- Required: The ability to proactively establish cross-team collaboration within the organization to address technically or politically complex issues and drive an effective communication structure/team with customers.
- Required: Ability to address complex technical or political issues, organize and oversee relevant stakeholders within Nutanix, and effectively negotiate and communicate with customers.
- Required: Ability to manage multiple projects or tasks.
Meet Hiring Manager, Takashi Hagihara! Manager, Operational Support Services, Nutanix Japan:
- Joined in July 2017 as Technical Relationship Manager (now Technical Account Manager)
- Previous professional role highlights: Various role at Oracle Japan(SE, ERP Devops in Global Oracle, SAM and CSM)
- Biggest personal win: Wife and Father of 1 daughter and 2 puppies.
- Who they are hoping to find in this search: I am looking for a new rockstar who obsesses over customer success with taking balance between Japanese customers and us. A person who works proactively in cooperation with all relevant orgs.