Sr Cloud Customer Success Manager - Azure VMWare Solution (East) - Opportunity for Working Remotely

Baltimore, MD
Sep 17, 2021
Sep 20, 2021
Full Time
b'VMware is looking for a Senior Cloud Customer Success Manager who thrives in a fast-paced environment and brings experience supporting enterprise customers in a SaaS business model. We seek an expert when it comes to onboarding, adoption, expansion and retention. In this role, you will have the opportunity to collaborate and partner with individuals at all levels of the organization, up to an including senior leadership, by creating custom success plans and delivering QBRs. You will be instrumental in building our Customer Success Management practice while assisting high profile strategic customers realize their desired business outcomes; and you will do with some of the most disruptive technologies on the market today, with Azure VMware Solution (AVS) being a prime example. . If you are as passionate about Customer Success as we are, we would love to have you on our growing team. Job Responsibilities Customer Value Realization: Primary responsibility for understanding customerxe2x80x99s roadmap and use cases, becoming a trusted advisor to assist them realizing their on-prem or cloud strategy including challenging customers to think in new and creative ways that enable them to maximize value Manage assigned customers and serve as the first line of contact, post-sales and prior to production Proactively Identify risks to the customer achieving their stated business goals and work with the product team to build a risk mitigation plan Customer Champion and Advocate Ensure customer needs and challenges are communicated and understood by Executives and functional teams. Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders Anticipate future customer needs and proactively reach out to resources at VMware to address them Health Monitoring: Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers Create a Customer Success Plan that tracks milestones and measure progress against the same Proactively take actions for customers below threshold health score Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions Conduct periodic touchpoints to measure customer satisfaction and product deployment levels Monitor Customer Health Score in CS platform Adoption and Customer Retention: Share customer feedback with BUs and R&D for product development Gather case studies and identify customer references Proactively review customer consumption and billing to help customers optimize their investment Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition Help to identify, generate and facilitate additional revenue leads and share with the account team. Drive organic growth and expansion within assigned accounts Lead upsell efforts by identifying additional use cases and positioning new solution offerings to clients Requirements: Demonstrated track record of successfully managing complex customer relationships in a technology service industry Excellent communication skills, including with internal and external stakeholders and all levels of management Proven record of driving issues to resolution with great customer satisfaction Ability to manage multiple customer accounts, projects and deadlines simultaneously Strong interpersonal relationship building skills Willing to be a hands-on contributor and a proactive team player Ambitious and driven, thriving in a demanding and fast-paced environment 5+ years of customer success experience preferably in SaaS organization 4-year degree required Ability to travel up to 30% as needed Preferred Skills: Experience in change management, decision making, planning, and process improvement/business transformation Previous customer success experience in a SaaS organization 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: We want to hire epic people who enhance our diverse culture xe2x80x93 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: This job requisition is not eligible for employment-based immigration sponsored by VMware Category : Sales Subcategory: Services Sales Experience: Business Leadership Full Time/ Part Time: Full Time Posted Date: 2021-08-24 VMwarexe2x80x99s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere xe2x80x93 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 whatxe2x80x99s possible today at 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.'

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