Hungry, Humble, Honest, with Heart!
The Opportunity
This role is Hybrid workstyle.
Nutanix is a cloud software vendor providing solutions for hybrid multi-cloud environments under the vision of "One Platform. Any App. Any Cloud." Founded in 2009 and headquartered in San Jose, California, we are a global leader in the hybrid cloud solution industry, with over 6,000 employees worldwide and continuing to grow.
We provide solutions that eliminate vendor lock-in and enable simple operations, which many customers face when choosing between on-premises or public cloud environments. By promoting infrastructure automation, our solutions provide an environment where IT departments can focus on applications and services more closely related to their business, achieving one-click management and operation across public, private, and edge cloud environments. Simplifying management and operations reduces system complexity and TCO. Furthermore, by migrating to such flexible and agile solutions, companies can rapidly adopt new technologies and maximize their cloud environment.
Additionally, we have been selected as one of Bloomberg's "50 Companies to Watch in 2020" and Fortune's "100 Best Companies to Work For® in 2020."
Job Details
Nutanix Japan is looking for a Technical Account Manager (TAM) to work in the Operational Support Services department of our Professional Services division (a service provided to customers in the operational phase).
As a technical expert on the Nutanix platform, the TAM utilizes comprehensive skills—including technical expertise, communication, and collaboration—to build trusted advisory relationships with customers and help them maximize the impact of their investment in the Nutanix platform.
TAMs are expected to build strong relationships of trust with customers and serve as the single point of contact (SPOC) representing Nutanix.
"Serving as the Nutanix representative point of contact" means leading the necessary communication between the customer and Nutanix to oversee and facilitate the overall progress of resolving issues that arise in the customer's environment. To do this, if necessary, the TAM will contact Nutanix business functions (Japanese and global support, product engineering, product management, marketing, executive staff, and of course the sales/SE team in charge of the customer) directly across the organization to request the necessary support. To fulfill these roles, the TAM must have 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 the business development of enterprise companies. Industry experience with major IT solutions deployed at the enterprise scale (VDI, databases, big data, etc.) and experience in customer negotiations are preferred.
TAM Responsibilities:
- Understand the customer's business and IT strategy, and grasp their priorities and operational goals.
- Possess 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.
- Collaborate with various departments within Nutanix to advocate for customer requests and support optimal product utilization.
TAM Core Activities:
- Verify the customer's Nutanix product licenses and support their optimal use.
- Visualize and support the resolution of product implementation and operational issues in the customer's environment.
- Plan and conduct regular operational meetings and periodic business reviews, and engage in dialogue with executive sponsors.
- Establish direct relationships with stakeholders and confirm the value provided by the TAM.
- Conduct health checks of customer environments and oversee communication during failures.
- Provide value-added TAM services and continuously ensure they meet customer expectations.
- Participate in Nutanix sales strategies and pipeline growth strategies.
- Visit customer sites at an appropriate frequency.
TAM Requirements:
Job Experience:
- 2+ years of experience in customer interaction and customer relationship management.
- Bachelor's degree in computer science, software engineering, or a related field, or equivalent experience.
- Experience as a TAM, CSM, Project Manager, or pre-sales engineer is a plus.
- 3+ years of enterprise data center experience is a plus.
- Experience with advanced enterprise solutions is a plus.
- Knowledge and experience in understanding published security advisories and guiding customers through potential product risks and countermeasures is a plus.
Technical Understanding and Skills:
- Expertise in data center infrastructure and virtualization, and deep technical understanding of enterprise applications.
- 3+ years of specialized knowledge in enterprise storage or networking is a plus.
- Experience with task automation and scripting (Python, PowerShell, etc.) is a plus.
- Knowledge or experience with ITSM/ITIL is a plus.
Communication and Leadership Skills:
- Excellent communication, project management, presentation, facilitation, negotiation, conflict management, and problem-solving skills.
- Ability to proactively form cross-departmental collaborative relationships within the company to address technically or politically complex issues and lead an effective communication structure for the customer.
- Ability to handle a wide range of counterparts 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.
--