Cloud Customer Success Manager

3 weeks ago


مصر, Egypt VMware Full time

**Customer Success Manager**

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

The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges. The global VMware Professional Services Organization influences the success of each VMware implementation. The Professional Services team is dedicated to the success of the customer and their digital strategy.

As a Customer Success Manager, you will play a critical role in accelerating VMware’s growth in Software-as-a-Service (SaaS) software business by enabling customers to adopt our advanced products and technology and realize business value rapidly and successfully. Without you, our customers can’t capitalize on their investments in our solutions

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
- As a Customer Success Manager, you hold the responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them in realizing their cloud strategy and challenging customers to think in new and creative ways that enable them to maximize value in VMware.
- You will use your previous experience in customer success to drive proactive customer interactions resulting in a higher rate of product consumption. In doing this, you will be responsible for proactively identifying risks through risk mitigation plans and undertaking discovery and education activities to identify opportunities for VMC on AWS product usage across organizational functions.
- Within 30 days of employment, you will be able to leverage your unrivaled product knowledge and proven skills to help large organizations streamline deployment and improve operations of VMC on AWS.
- Within 60 days of employment, you will be able to lead upsell efforts by identifying additional use cases and positioning new solution offerings to customers while driving organic growth and expansion within your assigned accounts.

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

Customer Value Realization
- 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

Health Monitoring
- Conduct periodic touchpoints to measure customer satisfaction and product deployment levels.
- Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.
- Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions. The CS platform will also be used to monitor customer health scores

Adoption and Customer Retention
- Proactively review customer consumption and billing to help customers optimize their investment
- Share customer feedback with BUs and R&D for product development
- Help to identify, generate, and facilitate additional revenue leads and share with the account team.

**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 Eman Negm, Manager, EMEA Cloud Customer Success. Her expertise has been built from the frontlines with roles in technical support, sales and most recently in management of a Cloud Customer Success team team for the past three years.

Eman’s management philosophy is about encouraging everyone on the team to be independent thinkers and not feel like she is looking over their shoulder. Eman looks for people who can think out-of-the-box and then execute on a good idea. Innovation = Creativity and Execution.

The EMEA CS team is made up of 5 Customer Success Managers and close partnership with the account team. The team supports our customers in different languages and for this opportunity **Italian language** is a **must**

**Where is this role located?**

Flexible: The location of this role is flexible within Cairo, Egypt. Work will be done from the office some days during a week and other days from a non-VMware building.

**What are the benefits and perks of working at VMware?**
- 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.)
- Wel



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