Senior Customer Success Manager
Why will you enjoy this new opportunity?
If you are passionate about delivering business and technology transformation at scale for some of the largest and most inspiring companies in the world - then this is the role for you.
Working as part of the Customer Success team in our Modern Applications and Management group you will drive a program of success for key strategic customer accounts. The Customer Success Manager (CSM) owns the customer lifecycle for a set of our valued customers, beginning with customer onboarding and implementation, through adoption and enablement, and renewal achievement. A successful CSM builds impeccable relationships and is highly skilled at achieving trusted advisor and customer advocate status. The CSM owns and works closely with sales, engineering, and marketing teams to design and execute customer success plans ensuring our customer objectives are truly met.
As you join VMware, you will help grow a company that makes meaningful and significant technology solutions and is committed to being a "force for good" in technology. Our mission is to become the trusted foundation for accelerating innovation in an unpredictable world. VMware software is essential for making the applications and devices your family and friends use every day a reality. Which means your work is essential for transforming everywhere.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
Over the first 6-12 months in the role, you can work towards the following outcomes:
First 30-60 days becoming competent with VMware's product offerings, with particular focus on VMware Tanzu Products and Services. Full training and support is delivered via self-study online and peer support from others in the team.
You will work closely with colleagues in Sales, Solution Engineering, and Marketing to understand the background to any existing customers who will be part of your portfolio. Within 90 days of employment, you will be meeting with and working day-to-day with important customers.
Within 6 months you will be expanding your portfolio of customers including onboarding new customers and managing the renewal subscription process for existing customers. You will be developing success plans, managing activities related to consumption of our products, and escalating any risks and issues to your management team.
Within 12 months you are a strong customer advocate in your accounts with established relationships. You will have also built a network of incredible colleagues in our global organization that you can call upon to drive success for our customers.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
Your regular activities may be modified to suit the needs of your customer portfolio; however, you can expect a variety of the following:
Owning overall customer strategy development and execution including both external and internal communications.
Drive forward the customer lifecycle to ensure customer and VMware mutual success. Take full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer lifecycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and positioning your accounts for growth.
Collaborate with clients to build and manage Customer Success Plans to aid the customer in achieving their objectives with the Tanzu Product Suite.
Ensure timely and successful customer onboarding, enablement, and training to help customers realize the business value of our partnership and offerings.
Deliver customers to the contract renewal cycle in a successful state and support the renewals process to maximize customer retention.
Synthesize disparate observations and data to provide an objective assessment of account health, and proactively take action to improve account health score as part of the renewal strategy.
Maintain customer satisfaction by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our existing customers.
Help to identify, generate, and facilitate additional revenue leveraging the sales team to close additional commercial opportunities.
Guide and support customers through the organizational changes needed to unlock the full value of the cloud, and help them staff, train, and align their people and partners to deliver on their cloud transformation.
Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
Assist with support escalation to ensure critical, business-impacting issues are organized and resolved as quickly as possible
What is leadership like for this role? What is the structure and culture of the team like?
This role will be part of the Western and Central U.S. CSM Organizations within the Modern Applications and Management business group. The team is led by Chuck Czerkawski, Customer Success Sr. Manager for AMER Central/West who has worked with VMware since 2020 and has held a diverse range of account management and customer success roles. Chuck is a strong advocate for inclusion and equity, and believes that leadership is not defined by title, encouraging all team members to be leaders and to work together to shape the future strategy of the team.
The team is distributed across the central and western United States, and we are in an exciting phase of growth and development with many exciting opportunities ahead. Most of the team work remotely from home, with access to offices in primary VMware locations when required. The collective experience of the team is phenomenal, from technical experts to business leaders who have first-hand experience of digital transformation projects in previous roles. The team meet regularly together virtually and infrequently in-person to develop team strategy and learn together.
Where is this role located?
This role will cover customers in the western portion of the United States but the role is considered flexible. It will be a mix of working from a local VMware office once in-person activities resume and remote depending on your preferences and the arrangements determined with your future manager. You will be expected to live within a reasonable non-daily commute of the office.
What are the benefits and benefits 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.
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: 2023-06-23
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.
