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VMware Multi-Cloud Customer Success Manager - Opportunity for Working Remotely in Wichita, Kansas

The Elevator Pitch: Why will you enjoy this new opportunity?

The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges. The global VMware Professional Services Organization influences the success of each VMware implementation. The Customer Success team is dedicated to the success of the customer and their digital strategy.

As a Multi-Cloud Customer Success Manager, you will play a critical role in enabling customers to adopt our advanced products and technology and realize business value rapidly. This will accelerate VMware’s growth in Software-as-a-Service (SaaS) software business. Without you, our customers can’t capitalize on their investments in our solutions!

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

  • As a Customer Success Manager, you hold the responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them in realizing their multi-cloud strategy and challenging customers to think in new and creative ways that enable them to maximize business value in VMware.

  • You will use your previous experience in customer success to driveproactivecustomer interactions resulting in a higher rate of return for our customers through productconsumption. In doing this, you will be responsible for proactively identifying risks through risk mitigation plans and undertaking discovery and education activities to identify opportunities for Multi-Cloud product usage across organizational functions.

  • Within 30 days of employment, you will be able to leverage your unrivaled product knowledge and proven skills to help large organizations streamline deployment to accelerate business value along their multi-cloud journey.

  • Within 60 days of employment, you will be able to leadexpansionefforts by identifying additional use cases and positioning new solution offerings to clients all while driving organic growth and expansion within your assigned accounts.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Customer Value Realization

  • Ensure customers’ needs are met and challenges mitigated thus accelerating time to business value. Communicate blockers to be understood by executives and functional teams.

  • Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders

  • Anticipate future customer needs and proactively reach out to resources at VMware to address them

Health Monitoring

  • Conduct Monthly Service Reviews to measure customer’s product deployment, subscription status and customer sentiment.

  • Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.

  • Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions. Gainsight will also be used to monitor customer health scores.

  • Travel up to 30% of the time as needed

Adoption and Customer Retention

  • Proactively review customer consumption to help customers optimize their investment.

  • Weekly updates in Gainsight.

  • Provide accurate product usage forecasting thru Gainsight to capacity management and finance teams.

  • Share customer feedback with BUs and R&D for product development

  • Help to identify, generate, and facilitate additional revenue leads and share with the account team.

French and/or Portuguese language skills preferred

What is the leadership like for this role? What is the structure and culture of the team like?

This role reports to one of the Multi-Cloud Customer Success Leaders in the Americas, who has several years of experience leading customer success managers, building operational processes, and developing CS teams. The management philosophy is growth and development and encouraging each team member to be creative, think-outside the box and participate in workstreams to improve or provide best practices for the CS Multi-Cloud practice and be customer focused. The existing team is highly collaborative, winning or losing together, helping each other and always focused on the team’s goals versus themselves.

Where is this role located?

Flexible: The location of this role is flexible within the United States as specified. Work will be done from an office some days during a week and other days from a non-VMware building.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com .

  • Employee Stock Purchase Plan

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types

  • Generous Time Off Programs

  • 40 hours of paid time to volunteer in your community

  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities

  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

  • Wellness reimbursement and online fitness and wellbeing group classes

#LIRemote

VMware

Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world.

At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.html . We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity: http://www.vmware.com/company/careers/people-at-vmware.html

This job requisition is not eligible for employment-based immigration sponsorship by VMware

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Services and Consulting

Subcategory: Customer Success

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2022-05-18

VMware’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional team work. The Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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