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Customer Success Representative

Nutanix

Kuala Lumpur, MY
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Data Analytics & Infrastructure
  • Post Date: 07/09/2024
  • Website: nutanix.com
  • Company Address: 1740 Technology Dr. Suite 150, San Jose, CA, 95110

About Nutanix

Nutanix makes infrastructure invisible, elevating IT to focus on the applications and services that power their business. The Nutanix enterprise cloud platform leverages web-scale engineering and consumer-grade design to natively converge compute, virtualization and storage into a resilient, software-defined solution with rich machine intelligence.

Job Description

Hungry, Humble, Honest, with Heart.

 

The Opportunity
Do you love technology? Are you ready to transform the way companies work? If you have a passion for Enterprise Cloud Technology and a vision for the future of business; we want to talk with you.   
Nutanix (NTNX) is looking for a dynamic Customer Success Representative to deliver exceptional customer service and improve customer retention and subscription renewals for Nutanix customers. As a Customer Success Representative, you will advise our customers on maximizing the value from a wide array of Nutanix solutions, while playing a key role in helping us realize our revenue goals, including working closely with your peers in our regional sales organization and Renewal Quote Representatives to maximize the renewal revenue and renewal rate. Your day-to-day will include collaboration and coordination with our Field Sales Account Managers, and Systems Engineers to focus on the overall adoption and utilization of your existing portfolio to provide an ongoing best-in-class customer experience.  
We enable your success through personalized onboarding. In 6 months, you will be comfortable with the tools and processes, built positive relationships with your internal and external ecosystem and be able to define a customer engagement plan aligned with your Nutanix account team for your dedicated territory. We are confident that within your first year you’ll have developed strong relationships with our customers. You’ll be driving the design of tailored optimization plans driven by your comprehensive understanding of their unique needs & challenges. Working as a collaborative, strategic partner you’ll advise them in how to maximize their utilization of Nutanix Solutions to positively impact their day-to-day business, and year end bottom line.    

 

Customer Success at Nutanix
The Nutanix Customer Success team is part of a broader ecosystem of functions focused on product adoption, renewals, retention, and accelerating revenue growth. In addition to being closely integrated with our internal Global Sales, Marketing, Channel, and Support organizations, you will also have access to the growing Nutanix customer, partner, and distributor community in your region. 

 

Your Role
  • Maintain a consistent cadence of client-facing activities designed to increase product adoption, deliver value to the customer, and increase the likelihood of renewals, including (i) Preparation and delivery of progress checks for renewal customers, (ii) License activation workshops, (iii) Commercial reviews, all of which are designed to drive the increased success of renewals​. 
  • Present Progress Check-Ins developed with Customer Systems Engineers to drive customer conversations​ surrounding adoption, support cases, license expiration, etc. 
  • Manage the full renewal opportunity and all related forecasting activities​
  • Develop strategic long-term plans with customers​
  • Project and manage adoption and implementation plans
  • Work cross-functionally with the Sales Organization, Systems Engineering, and Renewal Quoting to provide a holistic customer experience, including escalating any potential up-sell/cross-sell opportunities found through client interactions to field account teams
  • Work with Account teams and internal resources to negotiate and address customer objections as they arise ​
  • Report customer feedback and advocate customer needs in the Nutanix ecosystem
  • Coordinate the resolution of post-sale implementation issues together with the Engineering and Services team. ​
  • Proactively coach team members on best practices to ensure the success of the team and every customer 
  • Plans executive engagement with theatre leads

 

What You Will Bring
  • 4 to 6 years of experience in software sales and customer adoption, retention, renewals  
  • Bachelor's degree or equivalent
  • Experience and successful track record with renewal and recurring revenue model
  • Experience connecting customers' business objectives with necessary technologies to achieve them; Knowledge of technologies such as virtualization, storage, servers, Cloud, and networking is preferred
  • Experience and successful track record of overachieving in a metrics-driven environment will prepare you for our environment.
  • Strong analytical and organizational skills 
  • Strong customer relationship development skills; passionate about customer success
  • Solid sales instinct with excellent presentation and negotiation skills
  • Creative problem solving under pressure when working through customer issues.
  • Exceptional verbal and written communication, prioritization, and time management skills
  • Self-motivated but also a team player
  • High energy, drive, and sense of responsibility
  • Ability to adopt the approach of continuous improvement and actively contribute to the process and procedure of the team.

 

About the Team
About Your Manager:
Your manager for this role will be the Senior Manager, Customer Success, SEATHK. They have an impressive 27 years of experience outperforming revenue targets across software, hardware & services with a focus on new business and renewals across ISVs, SIs, VARs, OEMs, VADs, and Hyperscalers.
What The Team Says:
The team says that your manager has been managing renewals across her entire career with at least 90% renewal rates across most of APAC and extending into growth markets in Eastern Europe, South America, Africa, and Middle East.
How We Work:
At Nutanix, we have a hybrid work environment that allows for flexibility and collaboration. We believe in working together to achieve our goals while also providing the autonomy to work in a way that suits each individual's preferences and needs. We value diversity, innovation, and continuous learning, creating a dynamic and fulfilling work environment for all team members.

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