Critical Escalations Manager (Xico)

The Resolution Manager is a key driver for managing the resolution of technical and political problems with severe consequences to Nutanix or our customers. This responsibility includes collaborating and partnering with the organization to drive action and reporting back to leadership on the drivers of customer dissatisfaction. As a Global Technical Support team member, the Resolution Manager is technically competent and business-oriented. This role requires an individual who can take charge in high‑stress situations and give direction to both customer personnel and to Nutanix key stakeholders to drive expeditious resolution of incidents. At all times, the Resolution Manager will:

• Drive account level escalations, up to and including CAP (Critical Account Program) level, to resolution and ensure accurate and timely customer and executive‑level communications.
• Ensure the correct resources are workin...