Customer Success Manager

EUC Customer Success Manager

**The Elevator Pitch**:
***Why will you enjoy this new opportunity?
At VMWare, you’ll have the opportunity to make a huge impact while working alongside a global community of passionate people who are leading the way in cutting-edge technology. EUC Customer Success Manager is a critical role in accelerating VMware’s growth in Software-as-a-Service (SaaS) business by enabling customers to successfully adopt our EUC products and realize their business value.
The Customer Success Organization allows you to be flexible in the way you work with your customers. Every day is different as you will partner with your customers to achieve their desired business outcomes. We create long-term impact while driving near-term results.
**Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?**
- Within 1 month of employment, you will be able to successfully develop relationships with key stake holders within your assigned accounts and the internal account teams.
- Understand VMWare’s EUC products and services.
- Get familiar with the Internal Customer Success tools and processes.
- Leverage the attribute of community by reaching out to team members and learn from experience.
- Effectively facilitate communication between customer and internal teams regarding customer priorities.
- Within 3 months of employment, you will be able to think strategically about customer success and adapt your approach based on individual and customer needs.
- Will be managing a variety of customers across industries and product lifecycles by combining direct touchpoints and automation.
- Serve as a customer advocate in driving industry best practices and customer use cases internally.
- Partner with your customers to build and maintain business outcome focused Success plans.
- Within 6 months of employment, you will be able to Proactively identifies ways to maximize customer growth, increase consumption & retention opportunities.
- Able to manage Multi level customer engagement that maximizes the relationship and knowledge of the customer.
- To help develop a roadmap for future deployments based on customers' specific business drivers.
- Contribute to the library of customer success assets (customer references, case studies, success plans, templates, playbooks) and thought leadership (methodology, point of view, process improvements).
- Living and breathing VMware’s EPIC2 values ensures Success.

**What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**
- Maximize the value of a customer’s investment, aim for an increase in utilization and identify new opportunities while ensuring customer retention
- Develop and manage Customer Success Plans for your customers, ensuring accountable parties are on track to deliver on the customer’s desired business outcomes
- Collaborate with the support, engineering, sales, and architect teams to ensure that customers are healthy in their consumption of products and any issues are addressed in a timely manner
- Build strategic relationships with customer business decision makers and key stakeholders
- Foresee risk and implement mitigation strategies to ensure customer health
- Work with the product management team to ensure customer feature requests are addressed
- Build and nurture relationships across accounts to firmly secure our partnership and commitment to the customer’s success while expanding both relationship and product adoption deeper and wider
- Deliver business and technical presentations from admin to Executive-level audience that articulates the impact of feature adoption and deployment to your customer's transformational business strategies
- Travel up to 20% of the time
- Required fluent speaking in English, Spanish & Italian

**What is the leadership like for this role? What is the structure and culture of the team like?**
The EUC Customer Success team is focused on outcomes, not just activity, helping our customers to consume their VMware solutions and to gain value from their partnership with VMware. We are critical to the success of VMware and celebrate our role in the future of the company.
The leadership team promote an inclusive, agile, collaborative, and resilient culture where the team feel comfortable carrying their objectives. The main focus is on developing and empowering others to succeed in their roles and share a vision that's both motivating and meaningful.
We do the right thing for the customer so when our customers achieve their outcomes, we are successful too. We support each other and want to give back to each other and our communities so welcome innovation and creativity at all levels to be a meaningful contributor in our countries and societies.
**Where is the role located?**
**What are the benefits and perks of working at VMware?**
- Employee Stock Purchase Plan
- Medical Coverage, Retirement, and Parental