- The Elevator Pitch: Why will you enjoy this new opportunity?
As a part of the Global Support (GS) Team, your work as a Support Services
Manager (SSM) will help advocate for an excellent customer support experience
at VMware. The role provides you a unique opportunity to interact daily with
top tier and most strategic customer organizations in technology, healthcare,
finance, research, and government institutions. You will build strong
relationships with customer and various internal teams at VMware. In this
role, you will collaborate regularly with Customer Success Executives,
Technical Support Engineers, SaaS operations, and R &D teams to ensure that
VMware is delivering overall best in-class Support services.
Every new job is an opportunity for growing your career. VMware is expanding
rapidly in the virtualization, EUC and multi-cloud domains. You can be a part
of our growth story as VMware is the only company perfectly positioned to
provide the multi-cloud platform for all the applications our customers need
to accelerate their business today, and in the future. VMware provides a long-
term benefit to expand your skills with annual education reimbursements, job
rotation programs, subscriptions to online training platforms and employee
networking groups.
Success in the Role: What are the performance outcomes over the first 6-12
months you will work toward completing?
Within the first 2 months, you will complete onboarding, build familiarity of
the tools we use daily in Support and will have started to build relationships
with key stakeholders across maintaining an accurate record of your customers
' most important activities. You may run customer first interactions like
Kickoff calls, support weekly/quarterly reviews with minimal oversight. You
will also start working with customer to understand their VMware relationship
and prepare to obtain a VCP certification before the end of 6 months.
Within the first 4 months, you will have a good understanding of your
customer's product usage, business use cases, and technical architecture, and
build trust among internal teams and customer. You will also have a consistent
control of low to medium level escalations and complete the quarterly
trainings.
Within the first 6-9 months, you will be comfortable being the customer's
technical liaison inside the support organization. You will have your VCP
Certification in first 6 months and have the ability to proactively ensure
that Support Requests (SRs) are driven to resolution without any gaps,
independently run advanced-level escalations, work with peers for
opportunities to enhance process/workflow internally, maintain customer
retention rate of 90% or above, and increase customer confidence in our
platform and Support delivery.
The Work: What type of work will you be doing? What assignments,
requirements, or skills will you be performing on a regular basis?
You own and are responsible for driving our premier customers ' support
experience. The type of work will include but not be limited to the following:
Coordinate and lead recurring weekly/biweekly/monthly meetings with your
customers to review their SR portfolio, identifying status, dependencies, and
prioritization. Actively monitor and manage SR activity and trends using
custom reports for additional insights. Update internal records regularly with
the latest customer actions, priorities, and sentiment for leadership perusal.
Oversee and direct Support Requests to the proper resources. Understand
customer environment architecture and business use cases and ensure that
information is available to internal teams when necessary to assist with quick
problem resolution.
Act as single point of contact for the management and escalation of all
Support-related activities by partnering with Customer Success and other
Account Teams. Drive escalations to resolution within Support and Product
Engineering groups by acting as the customer liaison and effectively
communicating the technical issues and business impacts internally and
externally.
Coordinate all remote and onsite support engagements and lead get-well plans
for customers to identify negative trends and act accordingly with internal
teams to improve the Support experience.
Provide advice and guidance to ensure successful ongoing usage and adoption of
VMware products. Maintain current functional and technical knowledge of at
least one product and provide best practice recommendations and answers to
informal customer questions.
Identify affected customer environments, communicate, and assist with the
resolution for any VMware Security Advisories.
Work with the Proactive Services team to identify potential issues in customer
environments and communicate it to customer along with the impact and steps
for resolution.
Document and deliver formal and informal root cause analyses as needed for
critical customer situations.
Participate in Customer Success Executive Business reviews and provide details
that identify issue trends, corrective actions, training opportunities based
on customer SR data.
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 a part of several Senior leaders in the GS
organization with multiple years of experience in customer facing roles. The
team is proud of the unique model within GS that emphasizes on collaboration,
transparency, and career growth. Additionally, we believe that open and
respectful communication between peers and managers establishes a great
culture that attracts diversity and promotes inclusion.
In this role, expect to be challenged occasionally to bring your best and your
efforts will be widely acknowledged and rewarded. The GS leadership actively
encourages the pursuance of hobbies and activities outside of work and the
importance of taking time off for an optimal work-life balance.
Where is this role located?
- Flexible: The location of this role is flexible within Cairo, Egypt working in the EMEA time zone. Work will be done from an office some days during a week and other days from home.
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 classes
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-11-15
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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Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is
committed to the principle of equal employment opportunity for all employees
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