Job Description

At VMware, we are preparing for the transformation of VMware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unifiedCustomerExperience and Success Team.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.

VMware'sCustomer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments.Our goal is tobuildan integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areas.Our team leadsthe wayinservicing our customers programmatically and help scale"tech-touch"customer successthrough digital experiences and automation.

Job Role and Responsibility

We are looking for aSenior Managertobuild anddeliver digital customer successtoourSecuritycustomers.

• Are you passionate aboutthe customer experience?
• Do you enjoybuildingdigitalcustomersuccessprograms?
• Are you seekingtocollaborateacross different teamsand customers?
• Do youthrive aspart ofnew team andin astart-up style environment?

If this sounds like you, then you would be an idealand welcomedaddition!

Job Requirements

• Connect customer success innovationstrategies to operational executionresulting in exceptional deliveryof top-line and bottom-line results
• Develop and deployplans forfinancial targets, people, process, resources, and tooling
• Working with Customer Success leadership,execute on Tech Touch customer success strategy (deployproduct adoption strategies,delivercustomer successand services tothe addressable market,program managein-app experience)
• Executethe Tech Touchcustomersuccessmodel (service delivery, customer experience, repeatable value realization programs, and programmatic customer outcomes)

• Work cross-functionally to gain program buy-in and support from key stakeholders across thecompany,ranging from sales to product owners
• Assure solid execution ofend-to-endcustomer success innovation programs
• Track, measure, and iterate on customer success innovation programs for areas of improvement
• Build and execute, andscaleTech Touchprogramstrategies across the various businesses at VMware
• Track, and measureperformance metrics for Tech Touchcustomersuccess

programs

Qualifications

• 3+ years scaling a high-growth, customer-centric enterprise solution or SaaS technology managing at-scale teams
• Experience indeveloping and executing on tech touch and low touch customer success strategies

• Exceptional problem-solving, strategic, and analytical skills combined with excellent business acumen
• Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels to deliver results
• Strong organizational skills, excellent execution, and follow through skills
• Ability to adapt and change with the needs of the organization and business
• Managesconfidentiality without exception; demonstrates outstanding judgement

• ModelsVMware's EPIC2 values and lead through our Leadership code
• Enjoysbeing stretched and is focused on continuous professional development and career progression
• Bachelor's degreerequired,MBA or graduate degree in management, finance,marketingor related field preferred

You will report to the team's director. The position is fully remote and can be done anywhere in U.S.

Due to the Biden Administration issuing an Executive Order (EO) that effectively mandates COVID-19 vaccination for all U.S. based employees of federal contractors and subcontractors, all U.S. based VMware employees will need to be fully vaccinated by December 8, 2021, or by their first date of employment if after that date, subject to legally required accommodations.

Category : Business Strategy and Operations
Subcategory: Business Operations Management
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2021-11-01

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.