Hybrid Support Operations Analyst bei Nutanix
Nutanix · Bangalore, Indien · Hybrid
- Professional
- Optionales Büro in Bangalore
- **Testing & Product Introduction: ** You'll conduct user acceptance testing (UAT) for new products and expansion projects, ensuring that test scenarios are thoroughly validated. You’ll also be responsible for managing test data, allowing for comprehensive end-to-end testing efforts.
- **Designated Support Engineer (DSE) Program: ** In this role, you will support DSE operations by tracking renewals and collaborating closely with DSE Operational Leads. You will also manage the pricing and discounting processes, ensuring that all exception approvals are handled efficiently, and oversee Flex Credit ownership transfers along with updates in Salesforce (SFDC).
- **API-SDK Support: ** You’ll take charge of approving and tracking API-SDK quotes, bookings, and user setups in SFDC. Keeping accurate contact records and renewal timelines will be vital, as well as collaborating with the API-SDK Operations Manager on pricing, discounts, and exception management.
- **Leadership Responsibilities: ** You’ll oversee the approvals for Extended Support for various products, managing any escalations related to pricing and discount exceptions. Your attention to detail will ensure that account pages are updated with accurate Extended Support agreements.
- **Enablement & Documentation: ** You will develop and maintain support product enablement materials for field teams, delivering quarterly training sessions and refreshers. Additionally, you'll lead small-scale projects and enhancement initiatives that involve multiple teams to ensure alignment and success across the board.
- Bachelor’s degree or equivalent work experience
- Three years of Program Manager/Business Analyst experience in a SaaS organization
- Business process workflow, documentation and presentation experience
- Understanding of Quote-to-Cash, Go-To-Market and New Product Introduction processes
- Experience working with data and developing reporting in SFDC and Tableau
- Logical thinking and collaboration with cross-functional stakeholders
- Prior licensing, support and/or sales operations experience
- Prior subscription and partner experience preferred
- Experience with Jira, Salesforce, Tableau, quoting tools, UX
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