Technical Account Manager

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a customer-focused professional with strong technical expertise and excellent communication skills, ready to tackle the challenges of managing client relationships in a dynamic setting? Nutanix is looking for a Technical Account Manager (TAM) to join our Professional Services team. As a TAM, you will play a critical role in ensuring customer satisfaction, deepening customer relationships, and establishing yourself as a trusted advisor to Nutanix clients.

In this role, the TAM will act as the main point of contact for customers, advocating on their behalf and facilitating direct access to key Nutanix business functions, such as Support, Engineering, Product Management, Marketing, and Executive leadership. A solid technical foundation in areas like Virtualization and Data Center IT infrastructure (Storage, Compute, Networking) is crucial. Experience with Private/Public Cloud Services and/or enterprise solutions like VDI, RDBMS (MSSQL/Oracle/SAP), Modern Applications, and Big Data—particularly in large-scale deployments with direct customer engagement—is highly desirable.

About the Team

The Technical Account Manager (TAM) role is a key part of Nutanix’s skilled and collaborative Technical Account Management team, dedicated to driving exceptional customer success. Primarily based in Singapore, the team thrives on a culture of solidarity and open communication, where members freely share knowledge and experiences. The team's mission is to enhance customer satisfaction and engagement by providing proactive support and guidance, directly contributing to the growth and success of Nutanix's customer base.

You will report to the Senior Manager, Services Delivery, who promotes an inclusive leadership approach, with a focus on regular one-on-one meetings to ensure alignment with team goals and to address any concerns. This role offers a hybrid work setup. In this position, you will be required to meet with customers in person regularly or deliver remote services based on customer locations and preferences, underscoring the value of face-to-face interactions in building strong, lasting customer relationships.

Your Role

1. Gain a comprehensive understanding of the customer's business priorities, IT initiatives, data center environment, and roadmap to serve as a trusted advisor.
2. Develop expertise in the Nutanix platform to strengthen the advisor relationship.
3. Act as a liaison between the customer and Nutanix cross-functional teams (Sales, Support, Engineering, Product Management) to address operational planning, risk management, deployments, and migrations.
4. Advocate for the customer, highlighting operational issues, risks, and best practices, and proactively mitigate potential issues by monitoring internal resources.
5. Conduct regular operational reviews with the customer, covering incidents, advisories, security vulnerabilities, and root cause analysis.
6. Lead quarterly health checks and maintain regular interactions with executive sponsors and stakeholders.
7. Manage issue escalation and resolution with Support and Engineering teams.
8. Capture and track account insights in the TAM reporting platform, ensuring processes align with scope and compliance standards.
9. Build strong relationships with key account stakeholders and assess TAM value delivery through regular check-ins.
10. Support Sales Account Planning and contribute to account penetration and pipeline growth.
11. Regularly visit customer sites to foster and maintain a trusted advisor relationship.

What You Will Bring

1. 5+ years of experience in an enterprise data center environment, preferably with a leading IT infrastructure or software vendor, with a strong background in enterprise account technical management.
2. 3-4+ years of virtualization experience, including VMware vSphere; Nutanix platform knowledge (AOS, AHV) is highly desirable.
3. 2+ years in customer-facing roles such as TAM, CSM, or SE, with experience in Customer Relationship Management.
4. 1-3+ years of experience in enterprise storage, networking, and Modern Applications, with certifications in networking or storage being a plus.
5. Familiarity with enterprise solutions like RDBMS (SQL Server, Oracle), Microsoft Exchange, Splunk, VDI, SAP, Big Data, and branch office deployments is highly valued.
6. Deep technical understanding of data center infrastructure, including virtualization, compute, storage, networking, converged infrastructure, DR/HA, security, and enterprise workloads like VDI and enterprise applications.
7. Strong communication, project management, presentation, and problem-solving skills.
8. Proven ability to collaborate across cross-functional teams (Sales, Support, Engineering, Product Management, Consulting Services).
9. Expertise in managing sensitive internal product information to proactively mitigate customer risks prior to public release.
10. Ability to juggle multiple projects, prioritize tasks, and execute action plans in collaboration with customers and Nutanix teams.
11. Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent technical experience.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 2 - 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.