Sr. Digital Customer Success Manager - Carbon Black Customer Success Team
The Elevator Pitch: Why will you enjoy this new opportunity?
Carbon Black's Customer Success Team is devoted to helping our customers realize outcomes everywhere - whether they are engaging directly 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 teamwork.
The Sr. Digital Customer Success Manager role is responsible for the nurturing our Digital Touch customers and ensuring they are realizing the most value from their Carbon Black cybersecurity investments. Not only will you be responsible in reaching thousands of customers with content that is co-created by you, Product Management, and Marketing, you will also be building out our Digital Customer journey. 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.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
As a Sr. Digital Customer Success Manager, you will be responsible in delivering a digital customer success journey to Carbon Black customers. From creating and improving onboarding emails / messaging, to helping us grow our customer user forums, you will leverage tools like Gainsight and Salesforce to build out and scale our Digital Success footprint.
You will act as a customer ambassador and advocate, providing voice of our customers that do not have direct Customer Success or Professional Services, to the rest of our organization.
You will analyze customer data, from consumption, adoption as well as interaction with our Digital Touch program, to develop target customer programs.
You will collaborate across a multitude of cross-functional teams, such as Marketing, Product Management, Engineering, Professional Services, and Support, to ensure that customer feedback is being heard and the right programs are being created and servicing our customers.
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
Monitor and reviews customer engagement data for large customer segments across the Carbon Black customer journey including product consumption & usage, web, email, support, and other sources.
Manage in-coming customer e-mail responses, host follow up calls (1-to-many virtual sessions and webinars).
Create Digital Customer Success Plays within Gainsight Journey Orchestrator.
Manage triggers and Calls-To-Action (CTAs) executed through digital channels.
Provide customer health insights & evaluates risk to customer renewal for their customer segment.
Identify trends in risks and blockers to product consumption / adoption, define and executes remediation plays.
Become a VMware Security subject matter expert.
Coordinate with appropriate Carbon Black customer-facing teams and partners as appropriate including CSMs, Support, TAMs, PS, Renewal Sales, etc.
The role will require the ability to analyze customer data for a large volume of customers, providing insight on customer trends and coordinate responses across cross-functional teams. You will report to the team's manager as part of a small team. The position is fully remote and can be done anywhere in U.S.
Travel is not regularly expected in this role, although may require travel on a very limited bases (< 10%).
What is the leadership like for this role? What is the structure and culture of the team like?
The hiring manager for this role is Andrew Wroblewski, Sr. Director - Carbon Black Customer Success. Andrew is maniacally focused on driving customer health across our Security Business Unit customers. He has been with VMware for 9+ years in a variety of post-sales account management / customer success roles across multiple businesses / products.
Andrew's management philosophy is based on the principles of -Servant Leadership,- putting the needs of the team first, and always acting as one team, and getting to the finish line together.
-The most important part of any organization is the people. Great people make great organizations, and ensuring that your people are personally and professionally fulfilled is key to building any great organization.- - Andrew W.
Where is this role located?
Remote: this role is fully remote and can be done anywhere within the United States.
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
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
For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $136,000 - $326,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.
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: 2023-06-20
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.
