Customer Success Manager (US hours) , Cairo

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.
Responsibilities:
* 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:
*
‎5-‎8 years working in pre-sales, account management, customer success,
consulting or similar roles related to driving customer success and adoption
* Very strong communication, presentation and facilitation skills
* This role requires candidate to work US hours
* French or Spanish language support is desired
* 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
Qualifications:
* 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 or vRealize Products preferred

Category : Sales
Subcategory: Services Sales
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: ‎2021-‎10-‎27

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