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Director, Global Personalized Support
Full-time
The Director of Global Designated Support owns the end-to-end strategic direction and delivery for Nutanix's most prestigious clientele, transforming support from a service into a proactive, strategy-led partnership.
Leadership and Strategy
Build, lead, and manage a global team of Designated Support Engineers delivering best-in-class support for strategic customers.
Develop long-term technical support strategies aligned with product roadmap and business objectives.
Drive strategic alignment between Personalized Support, Product Engineering, and Customer Success.
Escalation & Operations
Lead and orchestrate high-profile, mission-critical customer escalations with clear executive communication.
Architect and execute a multi-year global scaling strategy for a consistent, world-class service standard.
Spearhead digital transformation by leveraging AI-driven intelligence and predictive analytics to shift from a break-fix model to preventative service.
Define a KPI framework that pivots success metrics from operational volume to strategic health and risk mitigation.
What You Will Bring
15+ years in high-tech service delivery, with 5-7 years leading teams, including leaders of leaders.
Global and cross-functional leadership experience building and scaling service teams.
Exceptional ability to handle high-pressure escalations for strategic accounts.
Experience implementing AI and automation tools in a support or operational context.
