The Elevator Pitch: Why will you enjoy this new opportunity?

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 teamwork.

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.

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

This role will be focused on driving a positive customer experience leading to strong customer retention. Developing strong communication methods to engage the customer base will lead to positive outcomes. You'll also analyze customer data for segments of customers, providing insight on customer trends and coordinate responses across cross-functional teams.

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

• Monitors and reviews customer engagement data for large customer segments across the VMware customer journey including product consumption & usage, web, email, support, and other sources.
• Manages in-coming customer e-mail responses, hosts follow up calls/1 to many virtual sessions.
• Creates e-mail content to assist customers in further adoption of the product
• Provides customer health insights & evaluates risk to customer renewal for their customer segment.
• Identifies trends in risks and blockers to product adoption, defines and executes remediation plays.
• Identifies opportunities for upsell & cross-sell.
• Coordinates with appropriate VMware customer-facing teams and partners as appropriate including CSMs, Support, TAMs, PS, Renewal Sales, etc.

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

The hiring manager for this position is the lead for developing the CS program within this VMware business unit. We work closely with those developing this same program in other business units. The team is small but growing quickly. We are all very collaborative with a strong start up like culture.

What are the benefits and perks of working at VMware?

• 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
• Employee Assistance Program
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
• Wellness reimbursement

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 haveEPIC2Values - 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

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Business Strategy and Operations
Subcategory: Business Operations Analyst
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-03-30
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.