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Customer Intelligence Strategist

Company: VMware, Inc.
Location: Palo Alto
Posted on: May 6, 2021

Job Description:

Search Jobs Job Description Job Description At VMware, we are preparing for the transformation of VMware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified Customer Experience and Success Team. This has been as a result of many months of talking to our customers, as well as studying best practices in the software industry. This new organization will help to take VMware to the next level of customer satisfaction and success. This newly formed group has brought together various key functions and roles that are crucial to our customer experience. This includes Customer Success, Global Services, Technical Support, Premier Support, Technical Account Management and Professional Services. Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areas. We lead with putting the customer at the center of everything we do. This new organization will be better positioned to transition to proactively and prescriptively guide our customers to value realization outcomes. We will do so through designed and reconciled winning customer experiences. Our team will lead the way servicing our customers programmatically and help scale customer success to do the same. Furthermore, we expect this team and with laser-focus commitment to our customers to help accelerate VMware's evolution to a software-as-a-service company and significantly raise VMware's Net Promoter Score (NPS). What is in it for you?

  • You'll be a key member of the VMware team that has built a rare business environment -- one of energy, creativity, collegiality and collaboration
  • You will join an atmosphere that is fun, casual and inviting. In keeping with VMware's roots as a successful entrepreneurial, start up
  • You will have the opportunity deliver impactful results to the Customer Experience and Success team while building your skillset and experience Job Requirements
    • Strategize and design end to end research events from strategy, vision and/or business need to plan development, execution, and results delivery
    • Work cross functionally to determine Critical Engagement Points (aka, "Moments that matter") and define areas for automated customer feedback collection
    • Analyze, report, and visualize customer sentiment data and feedback for presentation to executive staff
    • Share and lead creative listening programs to effectively collect feedback
    • Summarize key findings into compelling data stories and deliverables
    • Provide actionable recommendations to business units based on findings from analysis
    • Present and communicate insights inter and intra departmentally to cross functional VMware stakeholders
    • Develop and lead projects/schedules from strategy development to final release Qualifications
      • BS/BA degree (or equivalent) in a quantitative field, business, or market research
      • 4+ years of experience in quantitative and qualitative market research
      • Strong interest in enterprise technology
      • Strong organizational, oral, and written communication skills
      • Skilled at synthesizing insights, visualizing findings, and storytelling with data in PowerPoint
      • Ability to conduct independent research and analysis
      • Work collaboratively within a team environment
      • 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. Search Jobs

Keywords: VMware, Inc., Palo Alto , Customer Intelligence Strategist, Other , Palo Alto, California

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