Director, Cloud Customer Success

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

VMware's cloud products offer a comprehensive suite of cutting-edge solutions, enabling organizations to seamlessly embrace and harness the power of cloud computing. Through advanced virtualization, automation, and integration with leading cloud providers, businesses can optimize resource utilization, achieve agility, and accelerate digital transformation with ease.

As the Director of Cloud Customer Success, you will be responsible for driving revenue growth, fostering cloud adoption, promoting product consumption, identifying compelling use cases, and ensuring successful renewal rates for our cloud services. You will play a crucial role in providing strategic leadership and governance to a team of talented Cloud CSMs, empowering them to deliver exceptional service and support to our valued customers. Your ability to build strong relationships, understand customer needs, and drive business outcomes will be key to the success of this role. This is an exciting opportunity to join the most disruptive software company on the planet as we lead customers along their multi-cloud transformation.

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

Revenue Generation:

• Develop and execute strategies to drive customer success and revenue growth by identifying upsell and cross-sell opportunities within the existing customer base.
• Collaborate closely with Sales and Marketing teams to align customer success initiatives with overall business objectives.

Cloud Adoption and Consumption:

• Work closely with customers to ensure successful onboarding and adoption of our cloud services, addressing any roadblocks or challenges that arise.
• Proactively monitor customer usage and engagement data to identify opportunities for increased product consumption.

Compelling Use Cases:

• Collaborate with customers to understand their unique business needs and objectives, helping them identify and implement compelling use cases for our cloud solutions.
• Showcase success stories and case studies to demonstrate the value of our services to potential customers.

Renewal and Retention:

• Lead efforts to achieve high customer retention rates and drive successful contract renewals.
• Develop and implement strategies to mitigate customer churn and address customer concerns effectively.

Team Leadership and Governance:

• Mentor, coach, and provide guidance to a team of Cloud CSMs, promoting a positive and high-performing work environment.
• Set clear performance expectations, conduct regular performance reviews, and support professional development opportunities for team members.

Customer Advocacy:

• Champion the voice of the customer internally, advocating for customer needs, feedback, and enhancement requests to improve our products and services continuously.

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.
• Hiring, mentoring, growing a team of high performing success managers who drive product activation, consumption and renewal.
• Collaborate with the leadership of cross-functional teams involved in supporting and driving activation, consumption and renewal.
• Work as a member of the broader Americas Customer Success leadership team.
• Collaborate with your fellow Customer Success leaders across the globe.
• Work closely with VMware Sales Leaders and align on account plans to support use case acceleration.
• Liaise with other internal stakeholders to facilitate your Customer Success team’s mission and support the overall quality of our Customer Success offers and programs.
• Build & maintain good working relationships with internal partners and key customer leadership.

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

• The Cloud Customer Success team is part of the extended VMware Customer Experience and Success team comprised of Customer Success, Professional Services, and Support who work together in a highly collaborative environment as one team.
• Our US Cloud CSM team is comprised of two divisions and you will be leading the East / Central team.
• We are an open and communicative team where all team members have a sense of ownership in the development and maturity of our Cloud Customer Success practice.

Where is the role located?

• This role is located in the United States, preferably East coast in a major metropolitan area.

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

For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $169,000 - $403,000. 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 Consulting
Subcategory: Customer Success
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2023-08-01

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.