The Elevator Pitch: Why will you enjoy this new opportunity?

VMware is a global leader in cloud infrastructure and digital workspace technology. We accelerate digital transformation by enabling unprecedented freedom and flexibility in how our customers and partners build and evolve IT environments.

VMware Success 360 (S360) is an award-winning, paid Success Offer that integrates Customer Success, Technical Support, Standardized Micro-Services and Learning to rapidly accelerate our customers’ time to value, while driving consumption and adoption of VMware solutions.

We work in a fast paced, high energy and collaborative environment where the best ideas win.

We are looking for a dynamic, experienced change agent who is excited about the opportunity to help VMware make Customer Success a competitive force. You will be strategically leading and managing a team of S360 Customer Success Managers (S-CSM’s) and managers.

As a Director and member of the leadership team, you will report to the Americas S360 leader and will be responsible for the delivery of the Success 360 service delivered by your team.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

Build, develop, and operationalize a team of CSMs and CSM Managers as part of the AMER S360 team at VMware.

Manage the delivery of the Success360 offering in your assigned region, including performance against revenue and other key performance indicators within P&L guidelines.

Provide thought leadership, manage risk, and ensure VMware customers have a positive experience and realize value from all pillars of Success 360.

Lead your team to develop and manage Success Plans that achieve measurable business outcomes for customers while accelerating the consumption of VMware technology and ensuring renewals.

Work closely with sales teams to drive the sale and renewal of S360, and to develop technology consumption plans to accelerate customer spend and ensure VMware solution renewals.

Monitor the Health and Sentiment of your team’s assigned customers, and rally internal resources to sustain and improve.

Lead select optimization and improvement initiatives for key Success360 systems and deliverables, including Gainsight, Customer Connect portal, Synergy, Accelerator portal and related delivery artifacts.

Partner with Services Management to share feedback, influence, and guide the development of the Success360 offering.

Meet directly with customers to gauge effectiveness of your team and act as an internal sponsor for key accounts.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Continuously evaluate business, team, and customer needs and adapt processes and technology resources to improve performance.

Manage P&L factors within your control making sound judgements regarding investment tradeoffs.

Collaborate with the leadership of cross-functional teams involved in supporting and delivering S360.

Work as a member of the broader AMER leadership team.

Collaborate with your fellow S360 leaders across the globe.

Work closely with VMware Sales Leaders on enablement and delivery best practices.

Liaise with other internal stakeholders to facilitate your S-CSM team’s mission and support the overall quality of S360.

Build & maintain good working relationships with internal partners and key customer leadership.

Travel as required, not to exceed 25%.

What is the leadership like for this role? What is the structure and culture of the team like?

The S360 team is part of the extended VMware CXS team comprised of Customer Success, PSO, and Support who work together in a highly collaborative environment as one team.

The hiring manager leads the Americas S360 CSM team.

We are an open and communicative team where all team members have a sense of ownership in the development and maturity of the S360 offering.

Where is the role located?

This role should be located in the United States, preferably in a major metropolitan area.

For New York City based candidates the hiring range for this position is typically $191,000-$344,000 OTE. The actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/.”

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

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: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2022-12-07

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.