Senior Customer Success Manager

VMware

Location: Southbank, Sydney

Job Type: Full time

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

Why will you enjoy this new opportunity?

As a Cloud Senior Customer Success Manager (CSM) in our Multi-Cloud team, you will be using some of the most innovative and disruptive technologies in the market today –Vmware Cloud Solution on AWS (VMC) being a prime example – to help our high-profile customers realize their desired business outcomes. You will be interacting with individuals at all levels of the organization, including senior leadership. You will be the trusted advisor for our customers and assisting them realizing their digital transformation or cloud strategy, including challenging customers to think in new and creative ways that enable them to maximize value. You will have the opportunity to grow professionally within the Customer Success practice in a high-growth business.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

  • Within 3 months, you will be competent with VMware’s product offerings and value with focus on VMware Cloud Solution on AWS (VMC). Training and support will be delivered via self-study online and peer support in the team.
  • You will work closely with Vmware colleagues in Sales, Solution Engineering, Customer Success to establish a working model to support our VMC customers.
  • Within 6 months, you will be participating in customer meetings, developing success plans, managing activities related to consumption of our products, and escalating any risks and issues to your management team.
  • Within 12 months, you would have built a strong relationship with your customers, become a strong customer advocate and have built a strong network of incredible colleagues in our regional and global organizations to drive desired business outcomes for our customers.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

  • You will be using your SaaS knowledge and strong business acumen to understand customer’s roadmap and use cases and working closely with customers to achieve their desired business outcomes.
  • Adopting a process-driven and problem-solving mindset to ensure customers achieve frictionless onboarding, adoption and consumption milestones.
  • Leverage your prior experience in customer management to build long-term and trusted advisor relationships with customers.
  • Meet with the necessary stakeholders from sales and account teams once the deal is booked to identify the customer’s deployment plan
  • Conduct Monthly Service Reviews to proactively track progress against the Success Plan and monitor deployment velocity, consumption and proactively works towards addressing any blockers.
  • Create success plans outlining customer’s business objectives and milestones.
  • Generating upsell, cross sell and renewal opportunities.
  • Conduct regular touchpoints to measure customer satisfaction, service consumption and progress.
  • Proactively review customer consumption and health scores to derive actionable insights and remove blockers to help customers optimize their SaaS investment.
  • Be voice of customer and accountable for the customers to progress open incidents and service requests, billing issues as needed.
  • Build case studies and customer references for the service.
  • Proactively review customer consumption and health scores to drive actionable insights to help customers optimize their SaaS investment
  • Partner with Sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services

What is the leadership like for this role? What is the structure and culture of the team like?

This role is part of the Asia Pacific Multi-Cloud Customer Success team. We are a team passionate about helping our customers. We are also a people-oriented and diversified team: each and every one of us has our own personality and experience, an unique ingredient that we bring to the mix in a team where all flavours are safely considered. We like to blend all types of personalities, across generations and cultures and respect all educational nuances.

If you are as passionate about Customer Success as we are, we would love to have you on our growing #VMCapjCS team.

Where is this role located?

The location of this role is flexible within Sydney or Melbourne, Australia. We provide the technology and flexibility that enable you to work remotely or in Vmware offices.

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 classes

Category : Services and Consulting
Subcategory: Customer Success
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-09-16



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.
You’ve got this!