Sr. Technical Account Manager

Technical Account Manager (TAM) Opportunity

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 works 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.
• Possible assignments outside of Nutanix related services and residencies under the direction of management.

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.
• Preferred: Experience participating in the planning and practical execution of the following operational events:
• PoC, deployment, installation, configuration, V2V and P2V migration, extension
• SW/FW upgrades and patching
• DR planning, configuration and recovery
• Preferred: Experience working in professional services (especially in a managed services organization) for a Japanese SIer or software company.

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.

How We Work:

We are a hybrid workstyle team, coming into the office three days a week. We provide you with the flexibility to work from home or work in the office in order to maximize your productivity. Our Tokyo office is clean and modernized. There is occasional travel for team events but for the most part we stay connected through bi-weekly meetings and daily slack chats.