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Senior Support Services Manager

VMware Carbon Black

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

Job Description

Job Description

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

As a part of the Global Support (GS) Team, your work as a Support Services Manager (SSM) will help advocate for an excellent customer support experience at VMware. The role provides you a unique opportunity to interact daily with top tier and most strategic customer organizations in technology, healthcare, finance, research, and government institutions. You will build strong relationships with customer and various internal teams at VMware. In this role, you will collaborate regularly with Customer Success Executives, Technical Support Engineers, SaaS operations, and R&D teams to ensure that VMware is delivering overall best in-class Support services.

Every new job is an opportunity for growing your career. VMware is expanding rapidly in the virtualization, EUC and multi-cloud domains. You can be a part of our growth story as VMware is the only company perfectly positioned to provide the multi-cloud platform for all the applications our customers need to accelerate their business today, and in the future. VMware provides a long-term benefit to expand your skills with annual education reimbursements, job rotation programs, subscriptions to online training platforms and employee networking groups.

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

  • Within the first 2 months, you will complete on-boarding and be comfortable maintaining an accurate record of your customers’ most important activities, have a good familiarity of the tools we use daily in Support. You may run customer first interactions like Kickoff calls, support weekly/quarterly reviews with minimal oversight. You will also start working with customer to understand their VMware relationship and their prepare for getting a VCP certification before the end of 6 months.
  • Within the first 4 months, you will have a good understanding of your customer’s product usage, business use cases, and technical architecture, and build trust among internal teams and customer. You will also have a consistent control of low to medium level escalations, complete the quarterly trainings.
  • Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization. You will have your VCP Certification in first 6 months and have the ability to proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, and increase customer confidence in our platform and Support delivery.

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

  • Run recurring weekly/biweekly/monthly meetings with your customers to review open SRs. Run idle and custom reports for extra insights. Update Engagement records with latest customer actions, priorities, and temperature.
  • Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information available to internal teams when necessary to assist with quick problem resolution.
  • Act as single point of contact for the management and escalation of all Support-related activities by partnering with Customer Success, and other Account Teams. Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.
  • Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.
  • Provide advice and guidance to ensure successful ongoing usage and adoption of VMware products. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.
  • Identify affected customer environments, communicate, and assist with the resolution for any VMware Security Advisories.
  • Work with the Proactive Services team to identify potential issues in customer environments and communicate it to customer along with the impact and steps for resolution.
  • Document and deliver formal and informal root cause analyses as needed for critical customer situations.
  • Participate in Customer Success Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data.

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 a part of several Senior leaders in the GS organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion.

In this role, expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance.

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.

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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Senior Support Services Manager

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VMware Carbon Black

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

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