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Customer Senior Success Executive

VMware Carbon Black

VMware Carbon Black provides transformative solutions that create a world safe from cyberattacks.

Job Description

Success 360 Customer Success Executive

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 a Success 360 Success Executive, 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 Customer Success Executive 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 Success Executive role, you will interact daily with your assigned customers, helping them to achieve onboarding and activation milestones in driving product consumption. 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 a Success Executive, 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 Success Executive 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.
    • After onboarding, you will be assigned your first S360 accounts and work to establish 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 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 executional 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.

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. 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 also drive the adoption and consumption of the VMware technologies the customer has purchased.

Well qualified candidates for the Success Executive role will have skills and experience as follows:

  • 6+ years of customer success experience, in an enterprise software or SaaS organization, with a proven track record of successfully managing complex customer relationship in technology
  • Excellent understanding of VMware and associated technologies
  • Keeps track of business and technology trends seen in market and holds one or more industry certifications in areas of interest
  • Robust inter-personal skills and ability to build relationships with internal and client stakeholders (including business and up to C-suite)
  • Experience developing and driving business cases that outline value to customers
  • Develops best practices to identify and proactively solve potential process or executional challenges
  • Proven record of driving issues to resolution and advocated on behalf of the customer
  • Ability to manage multiple customer accounts, projects and deadlines simultaneously
  • Bachelor’s Degree preferred

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

The Global Success 360 team is focused on driving strategic customer outcomes, while enabling our customers to derive maximum value from their VMware solutions. We provide a unified governance model to ensure we are acting as One VMware on behalf of our customers.

We strive to have a diverse and unified team, one which is focused on our customers and their success while contributing to a positive team culture. We are an open team who share best practice and collaboration amongst our colleagues. We give back to each other and our communities and welcome innovation and creativity at all levels, to be a meaningful contributor in our countries and societies.

Where is this role located?

Flexible: The role is considered remote and working from your home office unless otherwise specified by your future manager. You may be required to travel to VMware planned events and to meet with your customers and account teams (up to 25%).

What are the benefits and perks of working at VMware?

You 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 classes

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.

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Customer Senior Success Executive

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VMware Carbon Black

VMware Carbon Black provides transformative solutions that create a world safe from cyberattacks.

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