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Director, Voice of the Customer - Relationship

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

Job Description:

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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

  • Build and lead an elite team of VoC strategists to redesign and modernize the end-to-end Net Promoter Score program from strategy, vision, and business need to development, execution, and results delivery
  • Align with senior leaders and key stake holders to ensure business objectives are clearly defined and met
  • Create and deploy company-wide customer engagement model; define how the business responds to and engages, passives, promoters, detractors and non-responders
  • Produce and define account-level/aggregate Net Promoter Score
  • Own and operate customer sentiment deep-dive research requirements and strategy
  • Modernize and automate internal closed loop customer response process
  • Work cross functionally to communicate and socialize Net Promoter program results that influence the company's operating model and delivers outcomes for the business and our customers
  • Ingest, interpret, and produce executive-level reporting of Net Promoter program research
  • Partner closely with line of business and franchise owners to review customer sentiment results and recommend areas of opportunity for change and/or acceleration
  • Build and maintain artifacts that articulate the strategic vision


  • Proven track record of designing end to end customer feedback strategies and operations
  • Thought leader on creating innovative customer experiences and engagement models
  • Deep knowledge of modern B2B Net Promoter programs
  • Tenured experience as a people leader at a mid-large size organization with emphasis on transforming and cross functional working environments
  • Master's degree or equivalent work experience; CCXP highly desired
  • Ability to collaborate across teams, forge relationships, and influence key partners
  • A strategic thinker with the ability to see the big picture and pay close attention to detail
  • Ability to manage multiple priorities across teams and functions
  • Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity
  • Excellent written and verbal communication, at all levels from senior executive staff to individual contributor

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 , Director, Voice of the Customer - Relationship, Other , Palo Alto, California

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