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Senior Support Services Manager-weekend

1 month ago

مصر, Egypt VMware Full time

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 drive adoption and consumption of VMware solutions and ensure that VMware is delivering overall best in-class Support services.

This is a 4-day week - Friday, Saturday, Sunday, Monday - 10 hours per day, covering EMEA hours

**Success in the Role: What are the performance **outcome**s 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 internal and external stakeholders. You will update and maintain an accurate record of customer’s most important activities. You will drive and assist customers during weekend activities 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 weekend activities building 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 for weekend activities. 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, identify SR trends and create action plan(s) as required, 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 over the weekend. The type of work will include but not be limited to the following:
Act as single point of contact for the management and escalation of all weekend 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 and lead technical resources that are part dedicated support time pre-scheduled for assisting over the weekends. 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.

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.

Document and deliver formal and informal root cause analyses as needed for critical customer situations.

**W**hat 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?**

**Category **:Client Support
**Subcategory**:Technical Support
**Experience**:Manager and Professional
**Full