Senior Support Services Manager

2 weeks ago

مصر, Egypt VMware Full time

**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.
**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 onboarding, build familiarity of the tools we use daily in Support and will have started to build relationships with key stakeholders across maintaining an accurate record of your customers’ most important activities. You may run customer first interactions like Kickoff calls, support weekly/quarterly reviews with mínimal oversight. You will also start working with customer to understand their VMware relationship and prepare to obtain 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 and 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?**
You own and are responsible for driving our premier customers’ support experience. The type of work will include but not be limited to the following:
Coordinate and lead recurring weekly/biweekly/monthly meetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization. Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal.
Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is 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 establi

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