Success 360 Customer Success Manager - Central/East - Opportunity for Working Remotely Baltimore, MD
VMware
Remote
360
customer success
manager
working remotely
vmware
team
customer success
360
manager
people
driving
adoption
enterprise
August 2, 2022
VMware
Baltimore, MD
Preferred location: US-Central/East
Why will you enjoy this new opportunity?
Do you enjoy helping Global and Enterprise organizations achieve their business outcomes through their technology investments? If you do, we have the perfect job opportunity for you!
As a Success 360 Customer Success Manager, you will serve as a trusted advisor, driving a cross-functional, unified customer experience for our customers during their transformational journey with VMWare.
Upon joining our Success 360 Customer Success Manager team, you will play a critical role in delivering the Success360 offering for enterprise customers by enabling them to rapidly and successfully onboard, adopt and realize business value with harmonized digital and in-person engagements across the entire customer journey.
In the Customer Success Manager role, you will interact daily with your assigned customers, helping them to achieve onboarding and activation milestones in driving product and credit consumption. You will also jointly develop Success Plans with each customer to align their technology objectives to business outcomes.
You will be able to manage your own schedule and priorities to help our customers achieve their goals while also maintaining a great work/life balance. As a Customer Success Manager, you be able to create a long-term relationship with your assigned customers as you develop an understanding of the customer’s desired business outcomes, focusing on maximizing value realization across their VMware portfolio.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
During the first year, you will onboard into the Success Executive role and work with your assigned customers.
Upon joining the Success 360 team, you will be assigned a mentor and enrolled into our onboarding program.
After onboarding, you will be assigned your first S360 accounts and work to establish ongoing cadence for account meetings with the customer, the account team and internal resources to understand the customer’s current and planned VMware production adoption and use cases.
Within one month after engaging with your customers, you will be able to articulate customer key business objectives and desired outcomes and begin crafting a joint Success Plan with the customer.
You will establish ongoing cadence for account meetings with the customer, and orchestrate internal resources to progress toward achieving key milestones.
You will create your Success Plan in Gainsight and record all customer activity and milestones throughout the customer journey.
Within 3 months of your joining date, you will be able to present your achievements in a Quarterly Business Review using the internal tools and deliverables that we will provide to you.
You will collaborate with internal resources to understand customer use cases and identify opportunities for prescribing Adoption Guidance and Workshops to further adoption and consumption.
You will proactively monitor customer health, identify expansion opportunities and mitigate renewal risk.
During months 6-12, you will continue to drive business priorities within your assigned accounts and contribute to improving the overall Success 360 practice.
You will develop best practices to identify and proactively solve potential process or executional challenges.
You will ensure best-in-class execution and recommend improvements in both the customer's and VMware's operations systems that directly add value.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
As part of the Success 360 team, you will be working throughout the S360 subscription period with several assigned and strategic customers. The activities you will perform are all aligned with the purpose of helping our customers achieve their desired business outcomes through VMware technology. You will orchestrate the adoption and consumption of the VMware technologies and credits the customer has purchased.
You will also be collaborating with the broader VMware account team and specialists as you perform the following:
You will have a track record of experience in customer success, in an enterprise software or SaaS organization, with a proven track record of successfully managing complex customer relationship in technology.
You will develop excellent understanding of VMware and associated technologies.
You will keep track of business and technology trends seen in market and hold one or more industry certifications in areas of interest.
You will possess robust interpersonal skills and ability to build relationships with internal and client stakeholders (including business and up to C-suite).
You will have experience developing and driving business cases that outline value to customers.
You will develop best practices to identify and proactively solve potential process or executional challenges.
You will demonstrate ability to manage multiple customer accounts, projects and deadlines simultaneously.
What is the leadership like for this role? What is the structure and culture of the team like?
The Global Success 360 team is focused on driving strategic customer outcomes, while enabling our customers to derive maximum value from their VMware solutions. We provide a unified governance model to ensure we are acting as One VMware on behalf of our customers.
We strive to have a diverse and unified team, one which is focused on our customers and their success while contributing to a positive team culture. We are an open team who share best practice and collaboration amongst our colleagues. We give back to each other and our communities and welcome innovation and creativity at all levels, to be a meaningful contributor in our countries and societies.
Where is this role located? US - Central/East Preferred
Flexible: The role is considered remote and working from your home office unless otherwise specified by your future manager. You may be required to travel to VMware planned events and to meet with your customers and account teams (up to 25%).
What are the benefits and perks of working at VMware?
You 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
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: 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 sponsorship by VMware
#LI-HD1
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Services and Consulting
Subcategory: Customer Success
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-01-25
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.
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.
Why will you enjoy this new opportunity?
Do you enjoy helping Global and Enterprise organizations achieve their business outcomes through their technology investments? If you do, we have the perfect job opportunity for you!
As a Success 360 Customer Success Manager, you will serve as a trusted advisor, driving a cross-functional, unified customer experience for our customers during their transformational journey with VMWare.
Upon joining our Success 360 Customer Success Manager team, you will play a critical role in delivering the Success360 offering for enterprise customers by enabling them to rapidly and successfully onboard, adopt and realize business value with harmonized digital and in-person engagements across the entire customer journey.
In the Customer Success Manager role, you will interact daily with your assigned customers, helping them to achieve onboarding and activation milestones in driving product and credit consumption. You will also jointly develop Success Plans with each customer to align their technology objectives to business outcomes.
You will be able to manage your own schedule and priorities to help our customers achieve their goals while also maintaining a great work/life balance. As a Customer Success Manager, you be able to create a long-term relationship with your assigned customers as you develop an understanding of the customer’s desired business outcomes, focusing on maximizing value realization across their VMware portfolio.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
During the first year, you will onboard into the Success Executive role and work with your assigned customers.
Upon joining the Success 360 team, you will be assigned a mentor and enrolled into our onboarding program.
After onboarding, you will be assigned your first S360 accounts and work to establish ongoing cadence for account meetings with the customer, the account team and internal resources to understand the customer’s current and planned VMware production adoption and use cases.
Within one month after engaging with your customers, you will be able to articulate customer key business objectives and desired outcomes and begin crafting a joint Success Plan with the customer.
You will establish ongoing cadence for account meetings with the customer, and orchestrate internal resources to progress toward achieving key milestones.
You will create your Success Plan in Gainsight and record all customer activity and milestones throughout the customer journey.
Within 3 months of your joining date, you will be able to present your achievements in a Quarterly Business Review using the internal tools and deliverables that we will provide to you.
You will collaborate with internal resources to understand customer use cases and identify opportunities for prescribing Adoption Guidance and Workshops to further adoption and consumption.
You will proactively monitor customer health, identify expansion opportunities and mitigate renewal risk.
During months 6-12, you will continue to drive business priorities within your assigned accounts and contribute to improving the overall Success 360 practice.
You will develop best practices to identify and proactively solve potential process or executional challenges.
You will ensure best-in-class execution and recommend improvements in both the customer's and VMware's operations systems that directly add value.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
As part of the Success 360 team, you will be working throughout the S360 subscription period with several assigned and strategic customers. The activities you will perform are all aligned with the purpose of helping our customers achieve their desired business outcomes through VMware technology. You will orchestrate the adoption and consumption of the VMware technologies and credits the customer has purchased.
You will also be collaborating with the broader VMware account team and specialists as you perform the following:
You will have a track record of experience in customer success, in an enterprise software or SaaS organization, with a proven track record of successfully managing complex customer relationship in technology.
You will develop excellent understanding of VMware and associated technologies.
You will keep track of business and technology trends seen in market and hold one or more industry certifications in areas of interest.
You will possess robust interpersonal skills and ability to build relationships with internal and client stakeholders (including business and up to C-suite).
You will have experience developing and driving business cases that outline value to customers.
You will develop best practices to identify and proactively solve potential process or executional challenges.
You will demonstrate ability to manage multiple customer accounts, projects and deadlines simultaneously.
What is the leadership like for this role? What is the structure and culture of the team like?
The Global Success 360 team is focused on driving strategic customer outcomes, while enabling our customers to derive maximum value from their VMware solutions. We provide a unified governance model to ensure we are acting as One VMware on behalf of our customers.
We strive to have a diverse and unified team, one which is focused on our customers and their success while contributing to a positive team culture. We are an open team who share best practice and collaboration amongst our colleagues. We give back to each other and our communities and welcome innovation and creativity at all levels, to be a meaningful contributor in our countries and societies.
Where is this role located? US - Central/East Preferred
Flexible: The role is considered remote and working from your home office unless otherwise specified by your future manager. You may be required to travel to VMware planned events and to meet with your customers and account teams (up to 25%).
What are the benefits and perks of working at VMware?
You 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
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: 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 sponsorship by VMware
#LI-HD1
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Services and Consulting
Subcategory: Customer Success
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-01-25
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.
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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