Senior Customer Success Specialist Engineer - Opportunity for Working Remotely

The world is changing fast! VMware is uniquely positioned to unlock opportunities for people and our planet. We provide the digital foundation for transforming business innovation. This is why you will love being a member of our leading customer-centric team and share in the success of an industry-pioneering company that embraces EPIC2 values. Our 350,000 enterprise and business customers (which includes 98% of Fortune 500) rely on VMware to make their digital transformation possible. VMware is looking for highly motivated individuals who will be responsible for providing outstanding customer service to ensure that customers and employees have a positive experience getting onboarding and ongoing training for VMware’s vRealize Product Suite. The individual hired for this role MUST be available to support customers in Italy and be able to travel occasionally (restrictions permitting) for on-site customer and internal team meetings. The Elevator Pitch: Why will you enjoy this new opportunity?    You love being on the front lines of the business partnering with best-in-class customers, internal executives, and developers to communicate technical context required to make improvements to the customer experience and software solutions. You are looking for an opportunity to be at the intersection of private, public, and hybrid clouds – and understand the benefits of all of the above! You have a strong technical background with experience in public cloud computing, data center operations, IT, network administration, or other related areas.   What is the primary need, technical challenge, and/or problem you will be responsible for?     We need a high-energy, creative individual with a proven track record of successful account management experience, a passion for Customer Success, solid analytical skills and strong technical acumen. As a Senior Customer Success Specialist Engineer (CSSE), you will use your strong analytical abilities to maximize and accelerate solution adoption and value realization, prevent issues, and resolve challenges faster, leverage new capabilities quickly, and optimize company-wide strategies for your customers, creating closer connections to VMware thought leadership and peers.   Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?     Immediately and in an ongoing manner you will:  Consult with and advocate for your customers as you forge strong relationships to ensure they are getting the most from their VMware vRealize investment and are fully utilizing the products to create a positive customer experience Be evaluated by the overall health and satisfaction of your customers as well as the level of adoption of the products Help set strategic direction, continual improvement of operations and processes and coordinate across globally complex organizations Tackle complex architectures and manage major transformational initiatives to accelerate their cloud maturity journey Be expected to use best practices to drive standardization and efficiencies across your customer base to ensure full value realization  Partner with colleagues in Customer Success Management, Support, Training, Product, Engineering, and Professional Services to ensure all customer needs are met Address, evaluate and ultimately resolve technical issues / questions for your customers, leveraging available resources when warranted  Regularly be evaluated based on the strength and success of both internal and external partnerships Streamline efficient execution of industry best practice strategies and enterprise-wide plans with disciplined strategic planning, management, and oversight Advance adoption of VMware vRealize products across regional and global teams by creating a well-communicated onboarding plan, encouraging enterprise-wide collaboration, and providing frequent assessments and reporting of results against common goals   What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?   As part of VMware’s world-class Customer Success organization, you will: Immerse yourself in public cloud, multi-cloud, hybrid cloud, private cloud, FinOps, DevOps, SecOps, networking and IT industry best practices to serve as a strategic partner for your customers Utilize your product domain expertise to serve as a trusted technical advisor and account manager Collect and analyze customer data to identify trends, advance adoption, and create a positive customer experience Be a primary point of contact for tech-related questions and coordination of issue management and problem resolution Act as a customer advocate and convey customer requirements, feature requests, feedback, etc. to Product Management and Executive Leadership Oversee and lead customer onboarding, strategic planning, consultative services, and product demonstrations on new features and services Use your experience integrating SaaS solutions as you work with customers to demonstrate how VMware vRealize products will acclimate seamlessly into their environments, both public and private cloud   What is the leadership like for this role? What is the structure and culture of the team like?    The senior leaders in the Customer Success organization have extensive industry and product-specific expertise as well as long tenures at VMware. The CSSE leadership team embraces that change is constant, and feedback is always welcome. They understand that diverse thinking drives innovation and are committed to your continued, professional development.   The global CSSE team is being built from the ground up and will be made up of versatile professionals who are willing and able to learn new technologies. As a founding member of the VMware vRealize CSSE organization, you will help write the book on technical customer success best practices. With technology constantly evolving over time, we are committed to hiring those with an ambition to learn, strong analytical and problem-solving skills, adaptability, strong communication abilities and intellectual honesty. A great sense of humor, creativity, and a collaborative spirit also go a long way in this role.   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 benefits.vmware.com.    Employee Stock Purchase Plan (ESPP) Medical Coverage, Retirement, and Parental Leave Plans for All Family Types  Generous Personal, Medical, and Pandemic Leave Programs  40 hours of paid time to volunteer in your community Dollar-for-dollar matching to charitable organizations through the VMware Foundation, subject to annual limits 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, certifications, course work, etc.)  Corporate discount program Healthy and local inspired snacks in all our pantries
LIRemote This job requisition is not eligible for employment-based immigration sponsored by VMware  Category : Services and Consulting Subcategory: Technical Account Management Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-12-12 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.