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

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. We strive to have a diverse, but unified team, one which is entirely focused on our customers and their success. We do the right thing for the customer so when our customers achieve their outcomes, we are successful too. We are an open team who share best practice, and everyone wants their colleagues to succeed and to develop a meaningful career and network within VMware and the industry. 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? This position is based in NY/NJ or GA and involves up to 25% travel.

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.

• 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

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For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $136,000 - $326,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Services and ConsultingSubcategory: Customer Success
Experience: Business LeadershipFull Time/ Part Time: Full TimePosted Date: 2023-08-15

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.
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