VMware Digital Workspace Customer Success Manager - Opportunity for Working Remotely in France
The Customer Success Manager drives proactive customer interactions resulting in a higher rate of product consumption. As such, this is a is a critical role in accelerating VMware’s growth in Software-as-a-Service (SaaS) software business by enabling customers to rapidly and successfully adopt our advanced products and technology and realize business value
As a Customer Success Manager (CSM) you will provide unrivaled product knowledge and proven skills to help large organizations streamline deployment and improve operations of their End User Computing platform (Workspace ONE, Mobility, Horizon) as part of their Digital Workspace journey.
Customer Value Realization
Primary responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them realizing their cloud strategy including challenging customers to think in new and creative ways that enable them to maximize value.
Manage assigned customers and serve as the first line of contact, post-sales and prior to production.
Proactively Identify risks to the customer achieving their stated business goals and work with the product team to build a risk mitigation plan.
Undertake discovery and education activities to identify opportunities for EUC product usage across organizational functions and processes
Customer Champion and Advocate
Ensure customers needs and challenges are communicated and understood by Executives and functional teams.
Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders
Anticipate future customer needs and proactively reach out to resources at VMware to address them
Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.
Create a Customer Success Plan that tracks milestones and measure progress against the same
Proactively take actions for customers below threshold health score
Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions
Conduct periodic touchpoints to measure customer satisfaction and product deployment levels
Monitor Customer Health Score in CS platform
Adoption and Customer Retention
Share customer feedback with BUs and R&D for product development
Gather case studies and identify customer references.
Proactively review customer consumption and billing to help customers optimize their investment
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Help to identify, generate and facilitate additional revenue leads and share with the account team.
Drive organic growth and expansion within assigned accounts
Lead upsell efforts by identifying additional use cases and positioning new solution offerings to clients
Demonstrated track record of successfully managing complex customer relationships in a technology service industry
Excellent communication skills, including with internal and external stakeholders and all levels of management.
Proven record of driving issues to resolution with great customer satisfaction
Ability to manage multiple customer accounts, projects and deadlines simultaneously
Strong interpersonal relationship building skills
Willing to be a hands-on contributor and a proactive team player
Ambitious and driven, thriving in a demanding and fast-paced environment
5+ years of customer success experience preferably in SaaS organization.
4-year degree required
Ability to travel up to 50% as needed
Experience in change management, decision making, planning, and process improvement/business transformation.
Previous customer success experience in a SaaS organization
Category : Sales
Subcategory: Services Sales
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-02-22
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.
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