Customer Experience Specialist (Contract)

Nutanix San Jose , CA 95111

Posted 2 weeks ago

Duration: 3 months

Location: San Jose

Customer Experience Specialist is responsible for identifying and matching technology opportunities with the user's business objectives, while they are engaged in a test drive or free trial of Nutanix solutions. This role serves multiple stakeholders like prospects, existing customers, partners and employees with a responsibility for delivering the 'fastest time to delight' for Nutanix test drive users. This role is a critical one in establishing Nutanix as an innovative technical leader focused on customer delight. This position will be located in San Jose

Key Responsibilities

  • Serve as the primary live, onboarding contact of test drive users, using tools like Intercom, Walkme & SFDC.

  • Understand customer outcomes by engaging users over live chat, handhold them to their desired outcomes faster, analyze customer usage metrics, run NPS and gather other feedback.

  • Proactively identify & capture user scenarios and act as the voice of the customer to provide input into every core product, marketing and sales process

  • Collaborate with the engineering and development team to set up or configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers

  • Measure & track customers' levels of engagement with various modules of test drive and provide feedback to the other teams regarding product and service improvements

Ideal Candidate Profile

  • 2-3 years prior presales experience in a high-tech sales environment with a proven track record of success in driving customer adoption of technology.

  • Good understanding of one or more of the following areas:

  • HCI

  • Networking, Storage, and Platform Performance/Sizing

  • Application & server virtualization.

  • Ability to communicate confidently with technical resources at all levels of a customer organization.

  • Sound understanding of technical sales techniques and processes including the ability to understand customer needs, overcome objections.

  • Flexible, dependable, self-starter, and capable of quickly learning new products and technologies.

  • Excellent oral and written communication skills, as well as excellent presentation skills.

  • Experience in presales for servers, storage hardware, or networking is a big advantage

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Customer Experience Specialist (Contract)