In this role you will lead critical incident triage and action-plans to safeguard customer success, collaborating with global engineers and partners. You drive clear communications and consolidate reporting to enable long-term improvements. You balance high-pressure escalation management with cross-functional coordination to deliver a seamless voice of the customer. This position offers exposure to a hybrid, integral Support environment and the chance to influence product and process outcomes.Hybrid work model with in-office days per locationTriages critical incidents and develops action plans for customer successOwns and manages multiple concurrent critical incidentsCollaborates with a global team of Resolution Managers to ensure continuityDelivers internal and external communications during incident lifecyclesProduces consolidated reporting for trend analysis and long-term planningDevelops and delivers Post Assessment Reviews to identify improvementsEscalates and manages issues as needed with internal and external partiesOptimizes handovers and engineering engagements by representing the voice of the customerWorks with technology partners to resolve issues and drive ecosystem improvementsProvides support on weekdays and off-hours on a rotated basis3+ years in escalation, technical support, and/or customer management in enterprise environmentsAdvanced customer interaction skillsAbility to translate customer frustration into positive outcomesExperience in field or technical supportStrong organizational skills and multi-tasking under high stressFlexible hours and ability to handle high-profile customer situationsExperience facilitating executive-level conference callsBachelor of Science in Computer Information Systems or equivalent experienceAccount management or account executive skills for project trackingEffective verbal and written communication with customers and partnersstrong communicationescalation management#J-18808-Ljbffr

📌 Resolution Manager - Barcelona
🏢 Nutanix
📍 Barcelona