VMware – Customer Success Manager- Carbon Black EMEA – Multiple Locations – Remote, Europe

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Job Description

VMware – Customer Success Manager
Home Office – France
Home Office – Italy
Home Office – Spain
Home Office – Germany
Home Office – Netherlands
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Job Description

Why will you enjoy this new opportunity?

If you are passionate about delivering exceptional Customer Experience at scale for some of the largest and most inspiring companies in the world – then this is the role for you.

Working as part of the Customer Success team you will drive a program of success for key strategic customer accounts. The Customer Success Manager (CSM) owns the customer lifecycle for a set of our valued customers, A successful CSM builds impeccable relationships and is highly skilled at achieving trusted advisor and customer advocate status. The CSM owns and works closely with Customer Success Engineers, Sales, Support, Engineering, and Marketing teams to design and execute on customer success plans ensuring our customer objectives are truly met.  

As you join VMware, you will help grow a company that makes meaningful and significant technology solutions and is committed to being a “force for good” in technology. Our mission is to become the trusted foundation for accelerating innovation in an unpredictable world. VMware software is essential for making the applications and devices your family and friends use every day a reality. Which means your work is essential for transforming everywhere.  

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

Over the first 6-12 months in the role you can work towards the following outcomes:

  • First 30-60 days becoming competent with VMware’s product offerings, with particular focus on VMware Carbon Black Products and Services. Full training and support is delivered via self-study online and peer support from others in the team.
  • You will work closely with colleagues in Customer Success Engineering, Sales, Solution Engineering, and Marketing to understand the background to any existing customers who will be part of your portfolio. Within 90 days of employment you will be meeting with and working day-to-day with important customers.
  • Within 6 months you will be expanding your portfolio of customers. You will be 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 are a strong customer advocate in your accounts with established relationships. You will have also built a network of incredible colleagues in our global organisation that you can call upon to drive success 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?

Your regular activities may be modified to suit the needs of your customer portfolio, however you can expect a variety of the following:

  • Owning overall customer strategy development and execution including both external and internal communications.
  • Drive forward the customer lifecycle to ensure customer and VMware mutual success. Take full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer lifecycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth.
  • Collaborate with clients to build and manage Customer Success Plans to aid the customer in achieving their objectives with the Carbon Black Product Suite.
  • Deliver customers to the contract renewal cycle in a successful state and support the renewals process to maximize customer retention.
  • Synthesize disparate observations and data to provide an objective assessment of account health, and proactively take action to improve account health score as part of the retention strategy.
  • Maintain customer satisfaction by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our existing customers.

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

This role will be part of the Carbon Black EMEA CSM Organisation. Leadership is encouraged across all members of the team and a spirit of collaboration and support is evident as the team work to shape future strategy and bring continuous process improvement.

The team is distributed across EMEA and we are in an exciting phase of growth and development with many opportunities ahead. The team work remotely from home, with access to offices in primary VMware locations when required. The collective experience of the team is phenomenal, from technical experts to business leaders and security professionals. The team meet regularly together virtually and infrequently in-person to develop team strategy and learn together.

Where is this role located?

Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable. You will be expected to live within 0-2 time zones of the primary location.

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.

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. ​