VMware – Senior Customer Success Manager S360 – Sydney, Australia

March 3, 2023
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Job Description

Job Description

Why will you enjoy this new opportunity?

Do you enjoy helping Global and Enterprise organizations achieve their business outcomes through their technology investments? If you do, we have the perfect job opportunity for you!

As an S360 Customer Success Manager, you will serve as a trusted advisor, driving a cross-functional, unified customer experience for our customers during their transformational journey with VMWare.

Upon joining our S360 Customer Success Manager team, you will play a critical role in delivering the Success360 offering for enterprise customers by enabling them to rapidly and successfully onboard, adopt, and realize business value with harmonized digital and in-person engagements across the entire customer journey.

In the S360 Customer Success Manager, you will interact daily with your assigned customers, helping them to achieve onboarding and activation milestones in driving product consumption through your technical, communication, and collaboration skills to help our customers achieve their full potential through the adoption of VMware’s technology. You will also jointly develop Success Plans with each customer to align their technology objectives to business outcomes.

You will be able to manage your own schedule and priorities to help our customers achieve their goals while also maintaining a great work/life balance. As an S360 Customer Success Manager, you be able to create a long-term relationship with your assigned customers as you develop an understanding of the customer’s desired business outcomes, focusing on maximizing value realization across their VMware portfolio.

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

During the first year, you will onboard into the S360 Customer Success Manager role and work with your assigned customers.

  • Upon joining the Success 360 team, you will be guided through a well-organized four-week onboarding plan that will be prepared for you. You will continue developing & maintaining deep technical knowledge & skills for a given VMware technology area.
  • After onboarding, you will be assigned your first S360 accounts and work to establish an ongoing cadence for account meetings with the customer, the account team and internal resources to understand the customer’s current and planned VMware production adoption and use cases.
  • One month after engaging with your customers, you will be able to articulate customer key business objectives and desired outcomes and begin crafting a joint Success Plan with the customer.
  • You will establish an ongoing cadence for account meetings with the customer, and orchestrate internal resources to progress toward achieving key milestones.
  • You will create your Success Plan in Gainsight and record all customer activity and milestones throughout the customer journey.
  • Within 3 months of your joining date, you will be able to present your achievements in a Quarterly Business Review using the internal tools and deliverables that we will provide to you.
  • You will collaborate with internal resources to understand customer use cases and identify opportunities for prescribing Adoption Guidance and Workshops to further adoption and consumption.
  • You will proactively monitor customer health, identify expansion opportunities and mitigate renewal risk.
  • During months 6-12, you will continue to drive business priorities within your assigned accounts and contribute to improving the overall Success 360 practice.
  • You will develop best practices to identify and proactively solve potential process or execution challenges.
  • You will ensure best-in-class execution; Develop and implement changes in both the customer’s and VMware’s operations systems that directly add value
  • You will provide project leadership, coordination, and architectural guidance for the customer’s major VMware initiatives.
  • You will serve as an advocate for your customer(s), providing clear and constructive product feedback to VMware product management teams based on customer use cases and requirements.
  • If not already certified, you will aim to achieve your VCP (VMware Certified Professional) to help you achieve your goals and objectives.

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

As part of the Success 360 team, you will be working throughout the S360 subscription period with several assigned and strategic customers in the your region. The activities you will perform are all aligned with the purpose of helping our customers achieve their desired business outcomes through VMware technology. You will orchestrate the adoption and consumption of the VMware technologies the customer has purchased.

You will also be collaborating with the broader VMware account team and specialists as you perform the following:

  • You will have a track record of experience in customer success, in an enterprise software or SaaS organization, with a proven track record of successfully managing complex customer relationships in technology.
  • You will develop an excellent understanding of VMware and associated technologies.​
  • You will keep track of business and technology trends seen in the market and hold one or more industry certifications in areas of interest.
  • You will possess robust interpersonal skills and the ability to build relationships with internal and client stakeholders (including business and up to C-suite).
  • You will have experience developing and driving business cases that outline value to customers.
  • You will develop best practices to identify and proactively solve potential process or execution challenges.
  • You will demonstrate the ability to manage multiple customer accounts, projects, and deadlines simultaneously.

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

The hiring manager for this role is Neha Chaturvedi, Director – Customer Success 360, APJ., and is based out of Sydney, Australia. Neha is building a customer success team for the next phase of VMware business growth while ensuring customers are successful with VMware products and services. With many new team members who have joined the team recently, it’s an opportunity to join a newly forming team in its exciting phase of growth and development. The team is very diverse in terms of individual backgrounds, experience, and types of roles within the team itself. It is a great opportunity to learn, collaborate and co-create with others and be part of a small community together delivering ambitious and future critical business outcomes.

Where is this role located? 

Flexible: The location of this role is flexible within a distance from the office. Work will be done from one of VMware’s or partners’ offices some days during the week and other days from anywhere.

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. ​