Director, Customer Experience ASIA

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Job Role

The Senior Manager / Director – Customer Experience (CX) provides strategic vision and leads a high performing team of professionals covering services sales, technical account managers, project managers and consultants. The team combined provide best in class strategic, technical and consulting services for VMware by Broadcom customers and partners with the VMware software portfolio.

This is a senior role and will report into the APAC VP of Professional Services with a day-to-day engagement to the ASIA VP & General Manager.

Your Responsibilities:

• To develop and maintain strategic plans to build and evolve VMware’s product and transformational service offerings
• Work with the services sales, learning, delivery & technical account manager team to deliver high-quality, results based customer experience across all customer engagements
• Act as an evangelist for services and build effective long term business relationships with customer VPs, and C-level executives
• Increase customer adoption, retention, renewal and expand existing accounts
• Determine strategic and tactical operational plans relating to professional services function and initiatives
• Open operational metrics for a complete book of business including Bookings, Revenue, Margin, Utilisation, Delivery Quality, time-to-value and Customer Satisfaction.
• Establish credibility by developing and maintaining effective relationships between the CX function and other VMware by Broadcom business functions, taking a strategic and proactive approach as a value added partner
• Identify new trends and creating strategic action plans to lead the team and our customers forward
• Develop and maintain a dynamic resource capacity model to achieve required scale as the business changes
• Optimise use of internal resources, outside resources and service partners to achieve desired results
• Maintain talent by recruiting, training and developing top leadership and individual contributor talent
• Continue to optimise internal processes, practices and quality standards.

About you:

• You display a passion for customers and have experience in developing new and innovative consumer and business customer solutions. The ability to turn customer research and pain points into actionable deliverables, and a proven track record of outstanding performance, is essential.
• You are self-motivated, energetic, dedicated, driven, tenacious, achiever, well presented, able to communicate effectively at all levels
• Has been a leadership role for a services consulting organisation
• You have strong problem solving skills with structured thinking and approach 
• Customer first mindset - passionate about retail, growth and innovation
• Excellent communication skills and ability to deliver exceptional Executive-level presentations with a clear and concise story
• Strong interpersonal skills to build long-term relationships across the organisation and to influence stakeholders in the different projects
• Proven track record of quota over-achievement in a highly competitive environment
• Proven ability to build relationships and effectively sell to senior executives and CIOs
• Must be a strategic thinker, while maintaining data driven operational discipline and rigor in the 90 day cycle
• Experience working within a matrix technology business, with proven expertise in engaging with a broad and diverse internal stakeholder base
• Ability to work effectively in a team setting and manage multiple large opportunities
• Exceptional verbal and written communication skills, together with a natural flair for presenting to diverse audiences
• Ability to develop long-term strategic and executive level relationships
• Industry knowledge in area’s including SaaS &  Cloud technologies
• Has the ability to travel up to 20% when required.

We’d love to hear from you

If you meet a number of the requirements, but not all, we encourage you to submit your application.

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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