Why will you enjoy this new opportunity?
If you are passionate about delivering outcomes and technology transformation at scale within the United States Public Sector and the United States Intelligence Community - 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 within the United States Intelligence Community. 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 transformation 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 are 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 of 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 the 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?
As a high-touch CSM, 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 ultimately 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 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 the structure and culture of the team like?
This role will be part of the Public Sector CSM Organization within the Modern Applications and Management business group. Members will work with their counterparts in the Federal Intelligence Community region.
The team is distributed across the United States and we are in an exciting phase of growth and development with many exciting opportunities ahead. The majority of the team works remotely from home, with access to offices in primary VMware locations when required. The team's collective experience is phenomenal, from technical experts to business leaders with first-hand experience of digital transformation projects in previous roles. The team meets regularly together virtually and infrequently in person to develop team strategy and learn together.
Citizenship requirement
Due to the close work done with the United States Federal government, this role requires the member to be a United States Citizen living in the United States.
Security Clearance
Must have the ability to obtain (within the first 60 days) and maintain a TS/SCI clearance with polygraph.
Where is this role located?
United States National Capital Region. Due to the nature of the accounts covered by this role, the CSM needs to be located near the majority of clients. Consideration will be given to candidates outsides the Capital Region if they are willing to travel a significant portion of the time to visit the clients in person.
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, training, course work, etc.)
Wellness reimbursement and online fitness and wellbeing classes
This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil, and therefore any offer will be contingent upon verification of both of these requirements.
#TeamTanzu
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: 2022-08-11
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.
