Success Director - Tech

Company: VMware, Inc.
Location: Palo Alto
Posted on: May 3, 2021

Job Description:

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Job Description

Strategic Success Executive

Before you apply, ask yourself

Do you have 15+ years of customer success and/or enterprise account management experience in SaaS organization with a proven track record of successfully managing complex customer relationship in technology?

Are you a recognized solutions expert with deep knowledge of VMware products and integrated solutions?

Can you ensure best-in-class execution; Develop and implement changes in both the customer's and VMware's operations systems that directly add value?

Are you a recognized leader in Customer Advocacy?

Looking for a candidate with deep expertise and passion within the Technology and System Integration industry, who can manage and drive a portfolio of work.

Position Overview

The Strategic Success Executive serves as trusted expert, driving a cross-functional, unified customer experience for our high-touch, transformational engagements with our Global and Enterprise customers. As such, this is a is a critical role in delivering and orchestrating a premium personalized experience, with harmonized digital and in-person engagements across the entire customer journey. We are looking for a customer-obsessed professional who can enabling customers to rapidly and successfully onboard, adopt our advanced products and technology and realize business value. This role will manage between 1-2 enterprise customer accounts.

Job Responsibilities

• Partner with customers to define desired business outcomes, focusing on maximizing value realization across the VMware portfolio
• With the customer, jointly develop customized Success Plan and Health Scorecard which includes onboarding and journey milestones and agreed upon metrics to measure value delivered to the customer
• Guiding customer along success pathways, and recommend accelerators where needed
• Leverage Success Plan to monitor onboarding milestones, and ensure customers are tracking towards value outcomes
• Establish ongoing cadence for account meetings with the customer, and orchestrate internal resources to progress toward achieving key milestones
• Consolidate customer insights across the account to measure value realized, discuss potential roadblocks and track milestone achievement
• Proactively monitor customer health, identify expansion opportunities and mitigate renewal risk
• Identify opportunities to optimize customer's use of solution and remove any known inefficiencies in deployment of VMware solutions
• Manage incident and account escalations, engaging and aligning appropriate resources to drive toward resolution
• Anticipate future customer needs and proactively reach out to resources at VMware to address them
• Provide account team with insights into renewal opportunities based on interactions with customer
• Manage closed loop feedback process, socialize customer insights and action plan with internal engagement team
• Grow relationship with customer from client to advocate, and support advocacy efforts on behalf of VMware
• Provide thought leadership to the customer success program in VMware and support development of call to action
• Mentoring of Core CSM team members to support their development and assist with account challenges

Required Skills

• 15+ years of customer success and/or enterprise account management experience in SaaS organization with a proven track record of successfully managing complex customer relationship in technology
• Recognized solutions expert with deep knowledge of VMware products and integrated solutions
• Robust inter-personal skills and builds strong, lasting relationships within accounts, internally and becoming a Trusted Advisor to the C-Suite
• Ability to lead business cases development that outlines value to customers
• Develops best practices to identify and proactively solve potential process or executional challenges
• Ensures best-in-class execution; Develops and implements changes in both the customer's and VMware's operations systems that directly add value
• Proven record of leading teams dealing with significant and unique challenges to resolution.
• Recognized leader in customer advocacy
• Previous working experience with Gainsight and SalesForce a strong plus
• Experience in change management, decision making, planning, and process/business transformation
• Bachelor's Degree preferred

Please Note:

"This job requisition is not eligible for employment-based immigration sponsored by VMware."

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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Keywords: VMware, Inc., Palo Alto , Success Director - Tech, Other , Palo Alto, California