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Nutanix

Technical Account Manager

5 day weekBuilt In Best Places '24Hybrid · Tokyo, Japan

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 solutions industry, with over 6,000 employees worldwide and continuing to grow.

We provide solutions that eliminate vendor lock-in and simplify 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, enabling one-click management and operation across public, private, and edge cloud environments. By simplifying management and operations, we reduce system complexity and TCO. Furthermore, by migrating to such flexible and agile solutions, companies can rapidly adopt new technologies and maximize the utilization of their cloud environments.

Job Description

Nutanix Japan is looking for a Technical Account Manager (TAM) to work in the Operational Support Services department (a service provided to customers in the operational phase) within our Professional Services division.

As a technical expert on the Nutanix platform, the TAM utilizes a comprehensive set of skills—including technical expertise, communication, and collaboration—to build trusted advisory relationships with customers and help them maximize the value 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 achieve this, if necessary, the TAM will contact Nutanix business functions (support, product engineering, product management, marketing, executive staff in Japan and globally, and of course the sales/SE team responsible for the customer) across the organization to request the required 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 the business development of enterprise customers. Industry experience with major IT solutions deployed at the enterprise scale (VDI, databases, big data, etc.) and experience in customer negotiations are highly desirable.

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 needs and support optimal product utilization.

TAM Core 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 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 in the event of a failure.
  • Provide value-added TAM services and continuously ensure that they meet customer expectations.
  • Participate in Nutanix sales strategies and pipeline growth strategies.
  • Visit customer sites with 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 experience in enterprise data centers 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 establish cross-functional collaboration within the organization to address technically or politically complex issues and lead an effective communication structure with customers.
  • Ability to interact with a wide range of stakeholders and build trusted partnerships with Tier 1 customers, such as large enterprises and financial services firms.
  • Ability to manage multiple projects and 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 roles at Oracle Japan (SE, ERP DevOps in Global Oracle, SAM, and CSM).
  • Biggest personal win: Husband 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 while balancing the needs of Japanese customers and our internal teams. A person who works proactively in cooperation with all relevant organizations.