Customer Success Manager for Partner

Job Description Customer Success Manager for Partners, ANZ.

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 Customer Success for Partners team is dedicated to the success of the partners and their customers and their digital strategy.

As a Multi-Cloud Customer Success Manager for Partner (CSM-P), you will play a critical role in enabling partners and their customers to adopt our advanced products and technology and realize business value rapidly. This will accelerate VMware’s growth in Software-as-a-Service (SaaS) software business. Without you, our partners and their 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 CSM-P, you hold the responsibility for understanding your partner’s roadmap and use cases, becoming a trusted advisor to assist them in realizing their multi-cloud strategy and challenging customers to think in new and creative ways that enable them to maximize business value in VMware.

• You will use your previous experience in customer success to drive partner led, proactive customer interactions resulting in a higher rate of return for our customers through 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 Multi-Cloud 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 partner organizations streamline deployment and to accelerate business value along their multi-cloud journey.

• Within 60 days of employment, you will be able to lead partner led expansion efforts by identifying additional use cases and positioning new solution offerings to partners all while driving organic growth and expansion within your assigned partner accounts.

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

Partner Value Realization

• Ensure partners and their customers’ needs are met and challenges mitigated thus accelerating time to business value. Communicate blockers to be understood by executives and functional teams.
• Drive resolution of problems or critical issues for assigned partners and their customers by aligning appropriate resources, including professional communication with all stakeholders
• Anticipate future partners and their customer needs and proactively reach out to resources at VMware to address them

Health Monitoring

• Conduct Monthly Service Reviews to measure partners and their customer’s product deployment, subscription status and customer sentiment.
• Meet with partners 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. Gainsight will also be used to monitor customer health scores.

Adoption and Customer Retention

• Proactively review customer consumption to help partners optimize their customers’ investment.
• Weekly updates in Gainsight.
• Provide accurate product usage forecasting thru Gainsight to capacity management and finance teams.
• Share partners and their customers feedback with BUs and R&D for product development
• Help to identify, generate, and facilitate additional revenue leads and share with the partner team.

Where is this role located?

The role is located in the VMware Sydney office and can be remote, allowing you the flexibility to work from the location you feel most productive and comfortable, or the location agreed upon with your hiring manager. You will be expected to live within a number of time zones from your team as defined by your business.

**Estimated 5% travel

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.

• 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: 2023-05-08

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.