- The Elevator Pitch: Why will you enjoy this new opportunity?
The most advanced companies in the world turn to VMware to manage, grow, and
transform their business. When you work here, you are connected to a global
community of innovative, empowered employees working together to solve the
most critical technology challenges. As a Customer Success Manager, you will
be instrumental in building our Customer Success practices and assisting
VMware customers to realize their desired business outcomes. If you are as
passionate about Customer Success as we are, we would love to have you on our
growing team.
Success in the Role: What are the performance outcomes over the first 6-12
months you will work toward completing?
- Guide VMware Multi-cloud customers through their cloud journey including onboarding, subscription activation and service deployment. The SaaS services that you will support include but limited to VMware Cloud on AWS (VMC on AWS) and VMware Cloud Disaster Recovery (VCDR)
- Provide VMware Cloud strategic customers with enhanced monitoring and status updates during critical upgrade and migration lifecycle activities
What type of work will you be doing? What assignments, requirements, or
skills will you be performing on a regular basis?
Adoption and Customer Retention:
- Assisting VMC and VCDR customer with their initial deployment and service activation
- Ensuring customer needs and challenges are communicated and documented properly and properly escalating unresolved issues to the next level of support
- Sharing customers ' feedbacks on VMware products/services with product managers to enhance our services
- Supporting customer through the service renewals to minimize customer attrition
Customer Value Realization:
- Driving resolution of problems or critical issues for assigned customers by aligning appropriate resources
- Scheduling upgrades and metal type migrations and deployment events with customers and Internal teams
- Managing communication on multiple channels between internal resources and customers admins during upgrade and metal type migrations
- Documenting major customers ' events and incidents on multiple systems (Salesforce, Gainsight, et.) so that internal team work on corrective actions
- Anticipating future customer needs and proactively reach out to resources at VMware to address them
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 Sylvia Gendy, Multi-cloud Success Desk
Manager. Sylvia has 10 years of experience in the IT industry starting with
technical support then moving to customer success. She started as a Customer
Success Manager at VMware almost 3 years ago the moved to the leadership.
Sylvia holds a Master of Science in Communications Engineering and is
currently a PhD candidate. You will be joining a team of 12 motivated,
empowered customer success managers. The team philosophy is to encourage
"Together We Win" mindset, we are here to support, and elevate each other's to
deliver the best possible experience to our customers
Where is this role located?
Cairo Egypt with very high flexibility to work 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 group classes
Attachments
Category : Services and Consulting
Subcategory: Customer Success
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-10-27
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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