Director, Cloud Management CSM - AMER - Opportunity for Working Remotely

Director of Cloud Management Customer Success - AMER

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

The most advanced companies in the world turn to VMware to manage, grow, and transform their businesses. When you work here, youre connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges. The VMware Customer Success Organization drives and ensures the success of VMware customers and their digital transformation.

As the Director of Customer Success - AMER for the Cloud Management team, you will play a critical role in accelerating VMwares growth in Software-as-a-Service (SaaS) business by enabling customers to adopt our advanced products and technology, and realize business value rapidly and successfully. Without you, our customers cant capitalize on their investments in our solutions!

The ideal leader will have senior leadership experience driving Customer Success in a Subscription and SaaS environment. We are looking for someone who has a strategic vision with a proven history of results, critical thinking, partnership, and decisiveness to maximize business results and customer outcomes.

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

• Build and lead a global and world-class team of Customer Success Managers in the Americas

• Communicate the value proposition for the vRealize and CloudHealthproducts, and understand how it can be applied to address specific customer needs across geographies and vertical markets.

• Be responsible for delivering high net revenue retention, low gross revenue and customer logo churn, high software adoption and consumption and high customer satisfaction/net promoter scores for our products.

• Manage the customer experience - from sales handoff through post-sales on-boarding and adoption

• Meet with customers across the region to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process.

• Be a customer advocate to ensure the right priority and resources are being applied to maximize customer success activities, including working closely with internal cross-functional teams.

• Partner closely with the Sales and Renewals Organizations to drive new sales, renew contracts, minimize customer churn, and maximize revenue expansion.

• Develop strategic programs and practices to influence future revenue potential through higher product adoption and customer satisfaction during the onboarding process.

• Research, develop and apply best practices to improve and keep customer engagement fresh.

• Define and implement necessary systems and tools to provide key business information and metrics to highlight the teams performance and effectiveness.

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

As a leader within the Customer Success organization, you will:

• Utilize your experience with modern customer success processes, strategies, and tools.

• Define and own KPIs in a metric-driven environment, including reporting on and improving business performance against a set of goals

• Collaborate, and build relationships, with internal and external stakeholders at Senior levels of management

• Recruit, grow, and retain world-class teams

• Define and oversee customer onboarding, strategic planning, and the customer engagement model

• Use your experience integrating SaaS solutions as you work with customers to demonstrate how the products will acclimate seamlessly into their environment

• Collect and analyze customer data to identify trends, advance adoption and create a positive customer experiences

• Be the leader and spokesperson to educate VMware on what it takes to be a world-class SaaS company.

• Have a proven track record of success with large scale organization changes and transformations at various maturities

• Set the standard for what Excellent Customer Success looks like: Customer driven, Metrics/data driven, Insights driven, Empathy driven.

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

The senior leaders in the Customer Success Organization have extensive industry and product-specific expertise. The Leadership team embraces that change is constant, and feedback is always welcome. They understand that diverse thinking drives innovation, and are committed to your continued professional development.

The individual teams are made up of versatile professionals who are willing and able to learn new technologies.With technology constantly evolving over time, we are committed to hiring those with an ambition to learn, strong analytical and problem-solving skills, adaptability, strong communication abilities and intellectual honesty. A great sense of humor, creativity, and a collaborative spirit also go a long way in this role.

Where is this role located?

The location of this role is flexible within the United States and Canada.

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. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan

• 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

• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities

• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

• Wellness reimbursement and online fitness and wellbeing group classes.

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 have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: {apply below} . 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: {apply below} 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 : Services and Consulting

Subcategory: Customer Success

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2022-07-12

VMwares 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 whats possible today at {apply below}

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.