Job Description
At VMWare, you'll have the opportunity to make a huge impact while working alongside a global community of passionate people who are leading the way in cutting-edge technology. EUC Customer Success Manager is a critical role in accelerating VMware's growth in Software-as-a-Service (SaaS) business by enabling customers to successfully adopt our EUC products and realize their business value.
The Customer Success Organization allows you to be flexible in the way you work with your customers. Every day is different as you will partner with your customers to achieve their desired business outcomes. We create long-term impact while driving near-term results.
Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?
Within 1 month of employment, you will be able to successfully develop relationships with key stake holders within your assigned accounts and the internal account teams.
Understand VMWare's EUC products and services.
Get familiar with the Internal Customer Success tools and processes.
Leverage the attribute of community by reaching out to team members and learn from experience.
Effectively facilitate communication between customer and internal teams regarding customer priorities.
Within 3 months of employment, you will be able to think strategically about customer success and adapt your approach based on individual and customer needs.
Will be managing a variety of customers across industries and product lifecycles by combining direct touchpoints and automation.
Serve as a customer advocate in driving industry best practices and customer use cases internally.
Partner with your customers to build and maintain business outcome focused Success plans.
Within 6 months of employment, you will be able to Proactively identifies ways to maximize customer growth, increase consumption & retention opportunities.
Able to manage Multi level customer engagement that maximizes the relationship and knowledge of the customer.
To help develop a roadmap for future deployments based on customers' specific business drivers.
Contribute to the library of customer success assets (customer references, case studies, success plans, templates, playbooks) and thought leadership (methodology, point of view, process improvements).
Living and breathing VMware's EPIC2 values ensures Success.
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
Maximize the value of a customer's investment, aim for an increase in utilization and identify new opportunities while ensuring customer retention
Develop and manage Customer Success Plans for your customers, ensuring accountable parties are on track to deliver on the customer's desired business outcomes
Collaborate with the support, engineering, sales, and architect teams to ensure that customers are healthy in their consumption of products and any issues are addressed in a timely manner
Build strategic relationships with customer business decision makers and key stakeholders
Foresee risk and implement mitigation strategies to ensure customer health
Work with the product management team to ensure customer feature requests are addressed
Build and nurture relationships across accounts to firmly secure our partnership and commitment to the customer's success while expanding both relationship and product adoption deeper and wider
Deliver business and technical presentations from admin to Executive-level audience that articulates the impact of feature adoption and deployment to your customer's transformational business strategies
Travel up to 20% of the time
What is the leadership like for this role? What is the structure and culture of the team like?
The EUC Customer Success team is focused on outcomes, not just activity, helping our customers to consume their VMware solutions and to gain value from their partnership with VMware. We are critical to the success of VMware and celebrate our role in the future of the company. We strive to have a diverse, but unified team, one which is entirely focused on our customers and their success. We do the right thing for the customer so when our customers achieve their outcomes, we are successful too. We are an open team who share best practice, and everyone wants their colleagues to succeed and to develop a meaningful career and network within VMware and the industry. We support each other and want to give back to each other and our communities so welcome innovation and creativity at all levels to be a meaningful contributor in our countries and societies.
Where is the role located?
The role is based out of VMware's office and is open to candidates remotely.
What are the benefits and perks of working at VMware?
You 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 classes
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: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-05-23
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.
