Sr. Manager - Success 360 Standard AMER - Opportunity for Working Remotely

Sr. Manager, VMware Success 360 Standard – Americas (AMER) The Elevator Pitch: Why will you enjoy this new opportunity? VMware is a global leader in cloud infrastructure and digital workspace technology. We accelerate digital transformation by enabling unprecedented freedom and flexibility in how our customers and partners build and evolve IT environments. VMware Success 360 (S360) is an award-winning, paid Success Offer that integrates Customer Success, Technical Support, Standardized Micro-Services and Learning to rapidly accelerate our customers’ time to value, while driving consumption and adoption of VMware solutions. We work in a fast paced, high energy and collaborative environment where the best ideas win. We are looking for a dynamic, experienced change agent who is excited about the opportunity to help VMware make Customer Success a competitive force. You will be strategically leading and managing a team of S360 Customer Success Managers (S-CSM’s). As a Sr. Manager and member of the leadership team, you will report to the Global Director of S360 Standard and will be responsible for the delivery of the Success 360 Standard service primarily within your assigned global region. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? Build, develop, lead, and scale the S360 Standard S-CSM team at VMware. Manage the delivery of the Success360 Standard offering, including performance against revenue and key performance indicators. Guide the use and improvement of key Success360 systems and deliverables, including Gainsight, Customer Connect portal, Synergy and Accelerator portal. Develop best practices, KPIs, and strategies for customer retention, adoption and consumption of enablement and digital engagement within Customer Connect/Connect Success Provide thought leadership, manage risk, and ensure Vmware customers have a positive experience and realize value from all pillars of Success 360. Partner with Services Management to share feedback, influence, and guide the development of the Success360 offering. What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Continuously evaluate customer needs and adapt processes and technology resources to improve our customer engagement. Collaborate with the leadership of cross-functional teams involved in supporting and delivering S360 Standard Work as a contributing member of the broader AMER leadership team. Collaborate with your fellow S360 leaders across the globe. Work closely with VMware Sales teams on enablement and delivery best practices. Liaise with other internal stakeholders to facilitate your S-CSM team’s mission and support the overall quality of S360. Build & maintain good working relationships with internal partners and key customer leadership. Travel up to 25% of the time across as required. What is the leadership like for this role? What is the structure and culture of the team like? The hiring manager is the global delivery leader for S360 Standard The S360 Standard team has regional leadership at the geo level (AMER/EMEA/APJ) The global S360 Standard team works together in a highly collaborative environment as one team We are an open and communicative team where all team members have a sense of ownership in the development and maturity of the S360 Standard offering Where is the role located? This is a remote based role in Costa Rica. VMware Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world. At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.html. We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity: http://www.vmware.com/company/careers/people-at-vmware.html This job requisition is not eligible for employment-based immigration sponsorship by VMware Category : Services and Consulting Subcategory: Customer Success Experience: Business Leadership Full Time/ Part Time: Full Time Posted Date: 2023-02-01 VMware’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional team work. The Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible. 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.