Business Summary:
VMware accelerates digital transformation through a software-defined approach to business and IT. The trusted platform provider of choice for more than 500,000 customers globally, VMware is the pioneer in virtualization and an innovator in cloud and business mobility. A proven leader, VMware allows customers to run, manage, connect and secure applications across clouds and devices in a common operating environment.
Our team of 30,000+ people working in 50+ locations worldwide is committed to building a community where great people want to work long term by living our values of passion, innovation, execution, teamwork, active learning and giving back. If you are ready to accelerate, innovate and lead, join us as we challenge constraints and problem solve for tomorrow today.
The Role:
Reporting directly to the Chief Customer Experience Office, this individual will be responsible for developing and delivering the vision, strategy, and operations of VMware's Global Support organization. As SVP of Global Support, you will be responsible for sustaining and evolving a world class customer experience, delivering proactive and reactive support, and scaling the organization which is powered by a digital experience that is backed by deep technical expertise. Your teams will be responsible for ensuring our customers, partners and support employees are set up to succeed and that, when an issue does arise, it is handled efficiently and effectively. The role requires an individual with strong leadership who can motivate and empower their team to innovate and transform while continuing to deliver best-in-class technical support. The role also requires strong technical, business, operational, analytical, leadership, and partnering skills. The ideal candidate should possess a unique blend of business and technical savvy; a big-picture, see-around-the-bend vision; and the drive, influencing skills and ability to collaborate with R&D and Executive Staff to transform that vision into a reality. He/she must also enjoy spending time with customers to resolve their critical problems and find innovative solutions for VMware to improve the customer experience.
Responsibilities :
Define and own the overall business strategy for our Global Support function, working closely with your peers in the CXS organization to ensure VMware delivers a best-in-class customer experience.
Build and manage the technical support team, from frontline ticketing to deep technical experts.
Manage the identification, evaluation, and implementation of technologies, ensuring digital capabilities are leveraged to capacity and are delivering the intended customer experience.
Collaborate across VMware, especially within CXS and across Product teams, to provide feedback from the Customers' points of view and continuously improve the solutions and products for our customers.
Lead with an inclusive mindset, creating a culture of inclusion and belonging within the Support organization and beyond.
Identify, manage, track and report on all Support and Enablement KPIs and metrics, creating a data-driven team focused on delivering the best customer experience while also identifying opportunities to build scalable processes.
Play an active role in the CXS Leadership Team to help develop and define the overall strategy for the organization.
Requirements:
A passion for delivering unparalleled customer experiences and use a data-driven management style to make sure that happens.
At least fifteen years of experience working in technical support roles in B2B software, with 5 years leadership experience running regional and global technical support teams at scale.
Proven experience supporting mission critical applications and infrastructure for the world's largest enterprises.
Strong awareness of support technology trends and their potential to influence and improve VMware's business.
Proven ability to foster a sense of team and mission; gets the team excited to take on new challenges and be part of the support organization.
Depth in coaching and leading successful teams managing customer relationships.
Innate interest in constantly learning new things and ways of working.
Proven success managing a diverse team, including technical roles and has a passion for inspiring creativity and productivity among team members.
Exceptional communication and interpersonal skills with ability to build strong lasting relationships.
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: Services Management
Experience: Executive
Full Time/ Part Time: Full Time
Posted Date: 2022-10-04
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.
