Support Services Manager - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity? As a part of the Global Support (GS) Team, your work as a Support Services Manager (SSM) will help advocate for an excellent customer support experience at VMware. The role provides you a unique opportunity to interact daily with top tier and most strategic customer organizations in technology, healthcare, finance, research, and government institutions. You will build strong relationships with customer and internal teams at VMware. In this role, you will collaborate regularly with Customer Success Executives, Technical Support Engineers, and Development teams to ensure that VMware is delivering overall best-in-class Support services. Every new job is an opportunity for growing your career. VMware is expanding rapidly in the virtualization, EUC and multi-cloud domains. You can be a part of our growth story as VMware is the only company perfectly positioned to provide the multi-cloud platform for all the applications our customers need to accelerate their business today, and in the future. Success in the Role: What are the performance outcomes over the first 3-12 months you will work toward completing? Within the first three months, you will begin familiarizing with business, SSM roles & responsibilities, process, and tools as part of the successful onboarding. You will shadow your peers on customer calls and assist them with case follows ups, escalations, and SR reports generation. Obtain a VCTA certificate by end of 3 months. Within the first 6 months, you will typically start working with anything from 1 - 15 customer accounts and regularly have a consistent control of low to medium level escalations, build trust among internal teams and customer. You will maintain an accurate record of your customers’ most important activities. You may run customer first interactions like Kickoff calls, account onboarding, share SR reports on fortnightly / need basis with minimal oversight. Obtain a VCP certificate by end of 6 months Within the first 9-12 months, you will have the ability to proactively ensure that Support Requests (SRs) are driven to resolution without gaps, partner with technical & cross functional team on advanced-level escalations. Commit to complete additional VCP certificate by end of a fiscal year. The growth path for this role after the initial year will be towards focusing in on fewer, higher value, accounts in greater technical depth, and building strong relationships with customer teams, acting as their named SPOC for their support experience The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Please note, as a Service Support Manager, you will be an individual contributor, and this role has no direct reports. Monitor SSM Mailbox, ensuring timely response to customer and Internal team queries and escalations, while owning communications on flagged issues until resolution. Maintain & update account related information like Account Health, latest customer actions, priorities, and temperature on a weekly / monthly basis. Act as single point of contact for the management and/or escalation of all Support-related activities by partnering with multiple Global Support teams, Customer Success, and our Product Development teams. Oversee and direct Support Requests to the proper resources and make use case information available to internal teams when necessary to assist with problem resolution. Partner with Technical teams on documenting and delivering formal root cause analyses as needed for critical customer situations. Partner with SE/TAM’s to deliver SR reports to customers monthly or as required. Occasionally assist Customer Success Executive with preparing data points like SR issue trends, corrective actions, training opportunities based on customer SR data for Business reviews. Work collaboratively within the SSM team to act as a backup SSM to other accounts and clients as required. Share feedback for continuous process improvements to management. Run recurring weekly/biweekly/monthly meetings with your customers to review open SRs. Run idle and custom reports for extra insights. Update Engagement records with latest customer actions, priorities, and temperature. Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience. Participate in Customer Success Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data. What skills, abilities and experience will make you successful in this role? Fluent/Bilingual in Spanish / English required. Previous experience as an Account Manager or similar preferred Previous Technical Support Engineering or similar background preferred. Solid technical background in at least 2 of the following areas: data center infrastructure, operating systems, desktop deployments, mobility, networking, security, system administration and technical architecture; preferably with industry certifications Familiarity with CRM or incident tracking and management systems such as Salesforce, Siebel, Remedy, Clarify, Gainsight, etc. Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives. What is the leadership like for this role? What is the structure and culture of the team like? The hiring manager for this role is a part of several Senior leaders in the Global Support - Support Services organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion. As a Support Services Manager, you can expect to be challenged daily to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance. Is this role Remote, Hybrid or Onsite? This role is considered to be Hybrid and will be a mix of working from the local Heredia, Costa Rica VMware office and remote depending on your preferences and the arrangements determined with your future manager. You will be expected to live within a reasonable commute of the office, as up to two days per week in office may be required. What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Benefits include extensive PTO, Personal Time, Sick Time and Holidays, as well as company paid private insurance, wellness benefits, and much more! Explore the VMware Benefits page for additional details. www.benefits.vmware.com/cr
GlobalSupport
LI-EP1
LI-Hybrid Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-12-05 Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver 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.