VMware Customer Success Manager (vRealize) - Opportunity for Working Remotely in Philadelphia, Pennsylvania
VMware is seeking a Customer Success Manager (CSM) to drive success, adoption and renewal for key strategic customer accounts in the Cloud Management Business Unit. As a CSM you will own the Customer Lifecycle of our valued customers, beginning with customer onboarding and implementation, through adoption, enablement, and renewal achievement. The CSM will ensure that maximum value is derived from the products and services by quantifying the value with available telemetry data & analytics, driving adoption, sharing best practices, answering business questions, identifying opportunities of upsell & cross sell. The CSM will be working closely with the Sales Team, designing and executing customer success plans to ensure our customer objectives are truly met and they are successful.
In addition to focusing on customer satisfaction and driving renewals, the Customer Success Manager must also have a long-term perspective and vision as the trusted advisor and primary escalation point for existing customers.
Lead customer's onboarding, adoption, and expansion across a range of Cloud Management Products
Build and manage Customer Success Plans to aid the customer in achieving their objectives with Cloud Management Products & Services
Ensure timely and successful customer on-boarding, enablement, and training to help customers realize the business value of our partnership and offerings
Maintain customer satisfaction by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our existing customers.
Assist with support escalation to ensure critical, business impacting issues are organized and resolved as quickly as possible
Ensure customer needs and challenges are communicated and understood by Executives and functional teams.
Work closely with sales, marketing, product management, and data analytics teams to drive customer adoption & satisfaction
Serve as relationship manager, customer advocate and subject matter expert Cloud Services usage and business processes
Gather case studies and identify customer references.
Provide Customer insights to executive leadership & other stakeholders in the Business Unit
Set and manage expectations of all stakeholders – both internal & external around onboarding and implementation timing, support escalations etc
Skills And Requirements
5-7 years working in pre-sales, account management, technical support, customer success, consulting or similar roles related to driving customer success and adoption
Previous experience with vRealize products
Very strong communication, presentation and facilitation skills
Demonstrated ability to drive adoption and promote new use cases with positive traction
Excellent communication skills, with internal and external stakeholders and all levels of management.
Ability to solve difficult issues with little supervision
Ability to multi-task and work in a dynamic environment with constant change to address emerging issues and challenges
Willing to be a hands-on contributor and a proactive team player
Bachelor’s degree in business administration, computer science, engineering, or similar field of study preferred
Knowledge of VMware Products & Public clouds preferred
Previous experience with SaaS based solutions preferred
For positions located in Colorado: This position has a minimum base salary/OTE* which starts at $98,000 . Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-968
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 sponsored by VMware
Category : Sales
Subcategory: Services Sales
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-09-14
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.
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