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Federal Senior Technical Account Manager

VMware Carbon Black

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

Job Description

LOCATION: Northeast United States

This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil, and therefore any offer will be contingent upon verification of both of these requirements

Federal Senior Technical Account Manager

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

  • Do you “live and breathe” the VMware core stack of products?
  • Are your dreams filled with vSphere, vCenter, ESXi, vRealize, vSAN and VMware Cloud Foundation?
  • Do you have security clearance? (NOTE: TS required. TS-SCI+ preferred but not required)
  • Are you skilled with Workspace ONE or other Unified Endpoint Management (UEM) tools?
  • Do you already have your VCP Certification (or could you get it within the next 90 days)?
  • Do you have proven experience with large clients?

You will consult closely with customers to ensure their satisfaction and return on investment of VMware solutions. You are the customer’s primary liaison into VMware and are accountable for identifying and directly addressing all business and technical issues impacting customer success.

You will engage resources across the entire VMware organization (sales, product management, education, R&D, and support). You will actively expand adoption of VMware solutions within accounts by driving relationships at every level, both internally and externally, to influence positive change. In addition to the customer facing activities, TAMs report key account metrics and insight to VMware internal teams and contribute to TAM program development activities.

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

  • First, you complete a 5-week onboarding plan that will be prepared for you
  • 3 months after engaging with your customers, you will be able to articulate their long-term and short-term goals and how they connect to the bigger picture of their business – identifying the gaps that need to be resolved and approving the success plan for them
  • Between 6-11 months from your joining date, you will be able to present your achievements while performing the plan using the internal tools and deliverables that we will provide to you. Those will drive your TAM service renewal.
  • Managing customer engagement milestones
  • Customer Advocate; extraordinary customer liaison
  • Map VMware solutions to the customer’s unique business and technical requirements to ensure strategic long-term value
  • Understand the customer’s relevant business challenges while functioning as a trusted advisor for “best practices” and drive adoption of VMware solutions within your assigned accounts
  • Agility: respond to the needs of your customers with confidence and ease

The Work: What type of work will you be doing? What requirements, skills, or assignments will you be performing on a regular basis?
As part of the Customer Success TAM team, you will be working for a long-term period with a small number of assigned customers or dedicated accounts. Along with the VMware account teams, you will:

  • Use your 5+ years tenured expertise with VMware’s core stack of products (vCenter, vSphere, ESXi, etc.)
  • Use your TS Clearance to work with Federal and/or military-focused clients (NOTE: TS required. TS-SCI+ preferred)
  • Must have experience with Workspace ONE or expertise in other Unified Endpoint Management (UEM)
  • Have VMware Certified Professional Certification (VCP) 5 or greater certification preferred (or be able to get it within 90 days)
  • Use your validated technical knowledge in at least 1 of the following areas: Infrastructure SDDC (Vsphere, VCF) or Cloud Environment (Cloud services, Vcloud director) or Automation (Vrealise suite, vRA vRO) or Storage (VSAN) to help your customers to enhance their product adoption pace. Thus, allowing them to achieve their desired ROI from the products that they have.
  • Help VMware to create ‘customers for life’ by collaborating with our Customer Success, Global Support, Development, and Sales teams- all to make sure that we drive outcome-focused value to our customers.
  • Have measured and proven success in client-facing role
  • Have proven experience with enterprise-level accounts

Leverage your business insight and problem-solving skills with the ability to influence change

  • Understanding of consulting processes (project lifecycle, road map alignment)
  • Use excellent communication, presentation, and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel
  • Provide project leadership, coordination and architectural guidance for the customer’s major VMware initiatives
  • Maintain high-level technical knowledge of core VMware solutions and future product direction
  • Build operational improvement plans for your customers
  • Manage and own contending requests across multiple client engagements
  • Provide clear and constructive product feedback to VMware product management teams based on customer use-cases and requirements
  • Use your professional skills (Time-management, communication, flexibility, organization, thinking outside of the box) to build an effective consulting advisory relationship with the client engineering teams, DevOps, architects, operations teams, and management.
  • Support your customer’s technical queries, solve technical issues and present the art of the possible with technology they have not thought about. You will be also creating with them their custom-tailored technology roadmap.
  • Use the experience that you gain your experience in the field, you will support the TAM team (as well as the wider VMware organization), helping all of us to constantly improve.

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

Do you like working for a supportive manager that helps you navigate your career while removing roadblocks to your success? Our VMware TAM Organization continues to experience rapid growth and stability, thanks to high customer satisfaction with the TAM program. With this continued growth, there are plenty of opportunities for TAMs at all levels to help us shape and define the role going forward. TAMs frequently help with internal projects or initiatives to continue evolving the TAM role and the impact we have with VMware customers. We exist to ensure our customers have a great experience with our VMware products and solutions.

Where is this role located?

Remote: This role is a home-based office position based out of MA, DC, VA, PA, CT, or within the northeast United States. Candidate must be able to travel up to 30% regionally (NOTE: Most travel will be local from your home office to clients within the nearby region, and there will likely be a few out of state client visits and/or 3-4 conferences or training that require travel throughout the year once COVID travel restrictions are lifted)

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.

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
  • Generous Time Off Programs
  • Employee Stock Purchase Plan (ESPP)
  • 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

This job may require the candidate to comply with travel restrictions and/or work from a facility that requires full vaccination prior to entry.

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

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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Federal Senior Technical Account 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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