Hungry, Humble, Honest, with Heart!
The Opportunity
This role is Hybrid workstyle.
Nutanix is a cloud software vendor that provides solutions for hybrid multicloud environments under the keywords "One Platform. Any App. Any Cloud". Founded in 2009 and headquartered in San Jose, California, it is a global leader in the hybrid cloud solutions industry, with more than 6,000 employees worldwide and continuing to grow.
As many customers choose between on-premises and public cloud, we provide solutions that eliminate vendor lock-in and enable simple operations. Our solutions promote infrastructure automation, allowing customers' IT departments to focus on applications and services that are more closely tied to the business, and enable one-click management and operations across public cloud, private cloud, and edge cloud environments. Simplifying management and operations reduces system complexity and lowers TCO. By moving to these flexible and agile solutions, organizations can adopt new technologies quickly and make the most of the cloud environment.
Nutanix has also been named one of Bloomberg's "Top 50 Companies to Watch in 2020" and one of Fortune's "100 Best Companies to Work For® 2020."
Position Details
Nutanix Japan is recruiting Technical Account Managers (TAMs) to work in the Operational Support Services department of the Professional Services division, which provides services to customers in the operational stage.
TAMs act as technical experts on the Nutanix platform. Using a comprehensive set of skills, including technical, communication, and collaboration abilities, they build relationships as trusted advisors and help customers get the maximum return on their Nutanix platform investments.
TAMs are expected to build strong relationships of trust with customers and act as Nutanix's single point of contact (SPOC) for them.
Serving as Nutanix's point of contact means leading the necessary communication between the customer and Nutanix to oversee and drive overall progress in resolving issues in the customer's environment. To do this, TAMs contact Nutanix business functions across the organization when needed, including Japan and global support, product engineering, product management, marketing, executive staff, and the sales/SE team responsible for the customer, to request the support required. To fulfill these roles, TAMs need technical knowledge and experience in virtualization (hypervisor stacks, Nutanix AHV/vSphere ESXi), private and public cloud services, and data center IT infrastructure (storage, compute, networking), as well as knowledge and experience of the business operations of enterprise customers. Industry experience and customer negotiation experience with major enterprise IT solutions (VDI, databases, big data, etc.) are a plus.
TAM Required Roles:
- Understand the customer's business and IT strategy, and grasp their priorities and operational goals
- Maintain deep knowledge of Nutanix products and build relationships as a trusted advisor
- Understand the customer's operational status and support operational planning and risk management
- Coordinate with various departments within Nutanix, represent customer requests, and support optimal product use
TAM Basic Activities:
- Verify the Nutanix product licenses owned by the customer and support their optimal use
- Identify and support resolution of product deployment and operational issues in the customer's environment
- Plan and hold regular operational meetings and periodic business reviews, and engage with executive sponsors
- Establish direct relationships with stakeholders and confirm the value TAMs provide
- Perform health checks on customer environments and lead communication when failures occur
- Provide added value as a TAM and continuously confirm that it meets customer expectations
- Participate in Nutanix sales strategy and pipeline growth strategy
- Visit customer sites at an appropriate frequency
TAM Required Qualifications:
Work Experience:
- 2+ years of customer service 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+ 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:
- Expertise in data center infrastructure and virtualization, with deep technical understanding of enterprise applications
- Preferred: 3+ years of specialized expertise in enterprise storage or networking
- Preferred: Experience in task automation and 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 build cross-departmental collaboration within the company to address technically or politically complex issues, and to lead an effective communication structure with customers
- Ability to build trusted partnerships with a wide range of counterparts, including Tier 1 customers such as large enterprises and financial services companies
- 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.
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