Cloud Customer Success Manager - Opportunity for Working Remotely

Customer Success Manager The Elevator Pitch: Why will you enjoy this new opportunity? The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges. The global VMware Professional Services Organization influences the success of each VMware implementation. The Professional Services team is dedicated to the success of the customer and their digital strategy. As a Customer Success Manager, you will play a critical role in accelerating VMware’s growth in Software-as-a-Service (SaaS) software business by enabling customers to adopt our advanced products and technology and realize business value rapidly and successfully. Without you, our customers can’t capitalize on their investments in our solutions! Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a Customer Success Manager, you hold the responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them in realizing their cloud strategy and challenging customers to think in new and creative ways that enable them to maximize value in VMware. You will use your previous experience in customer success to drive proactive customer interactions resulting in a higher rate of product consumption. In doing this, you will be responsible for proactively identifying risks through risk mitigation plans and undertaking discovery and education activities to identify opportunities for VMC on AWS product usage across organizational functions. Within 30 days of employment, you will be able to leverage your unrivaled product knowledge and proven skills to help large organizations streamline deployment and improve operations of VMC on AWS. Within 60 days of employment, you will be able to lead upsell efforts by identifying additional use cases and positioning new solution offerings to customers while driving organic growth and expansion within your assigned accounts. What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Customer Value Realization Ensure customers’ needs and challenges are communicated and understood by executives and functional teams Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders Anticipate future customer needs and proactively reach out to resources at VMware to address them Health Monitoring Conduct periodic touchpoints to measure customer satisfaction and product deployment levels. Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers. Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions. The CS platform will also be used to monitor customer health scores Adoption and Customer Retention Proactively review customer consumption and billing to help customers optimize their investment Share customer feedback with BUs and R&D for product development Help to identify, generate, and facilitate additional revenue leads and share with the account team. 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 Eman Negm, Manager, EMEA Cloud Customer Success. Her expertise has been built from the frontlines with roles in technical support, sales and most recently in management of a Cloud Customer Success team team for the past three years. Eman’s management philosophy is about encouraging everyone on the team to be independent thinkers and not feel like she is looking over their shoulder. Eman looks for people who can think out-of-the-box and then execute on a good idea. Innovation = Creativity and Execution. The EMEA CS team is made up of 5 Customer Success Managers and close partnership with the account team. The team supports our customers in different languages and for this opportunity Italian language is a must Where is this role located? Flexible: The location of this role is flexible within Cairo, Egypt. Work will be done from the office some days during a week and other days from a non-VMware building. 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. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com. Employee Stock Purchase Plan Medical Coverage, Retirement, and Parental Leave Plans for All Family Types Generous Time Off Programs 40 hours of paid time to volunteer in your community Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities Financial contributions to your ongoing development (conference participation, trainings, course work, etc.) Wellness reimbursement and online fitness and wellbeing group classes Category : Services and Consulting Subcategory: Customer Success Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-12-09 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.