Senior Manager, Customer Success Specialist

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

Does leading a regional team of world class technical customer success managers make your spine tingle?

Are you passionate about partnering with IT practitioners, developers, leaders, and executives at globally recognized companies to solve real problems?

Do you already have experience managing a team of post-sales account managers?

Does helping organizations achieve their business objectives using the latest technology inspire you?

If it does, we have the perfect job opportunity for you

As a Senior Manager, Customer Success Specialist Engineering (CSSE), you will hire, manage, develop, and retain a team of technical trusted advisors. Your team will drive adoption and consumption of VMware Aria Suite (formerly vRealize) products using their technical, communication, and collaboration skills to help your customers achieve their full potential through the adoption of VMware's technology.

Upon joining the VMware Aria Suite CSSE team, you will have the opportunity to bring your authentic self to work and use your skills to make an impact and drive change for our customers, products, and company. Your team will play a critical role in guiding enterprise customers by enabling them to quickly and successfully activate, onboard, and consume the products they purchased. Your team will also help them realize business value by providing technical guidance across their entire customer journey.

In the CSSE role, no day is the same, and you will never be bored Your team will interact regularly with their assigned customers and will be able to make a real impact on their success as a business. CSSEs find nothing more satisfying than being challenged and being able to turn challenges into positive outcomes. You will help your team manage their schedule and priorities to help your customers achieve their goals and, at the same time, maintain a great work/life balance.

You will also create long-term relationships with leaders at customer organizations within your region. All while developing an understanding of the customer’s strategic goals and how VMware’s solutions can positively impact their business results.

Most importantly, you will continually advocate for your team and your customers, building strong partnerships with internal stakeholders and executives.

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

Immediately, you will begin a 4-week+ Onboarding Program where you will:

- Review the fundamentals of Customer Success at VMware
- Learn about each of the main VMware Aria products, including Aria Operations, Aria Automation, Aria Operations for Logs, and Aria Operations for Networks
- Familiarize yourself with the tools and systems used to help VMware customers achieve their business objectives
- Familiarize yourself with the tools and systems used to manage VMware employees

Within your first month you will:

- Review and update your team’s KPIs and goals
- Establish a meeting cadence with your team
- Ensure that you have recurring 1:1 meetings with each of your team members

On an ongoing basis you will:

- Consult with and advocate for your team’s customers as you forge strong relationships to ensure they are getting the most from their VMware Aria product investment and are fully utilizing the products to create a positive customer experience
- Be evaluated by the overall health and satisfaction of your team’s customers as well as the level of adoption and consumption of the VMware Aria products
- Help set strategic direction, continual improvement of operations and processes and coordinate across globally complex organizations
- Be expected to use best practices to drive standardization and efficiencies across your customer base to ensure full value realization
- Partner with colleagues in Customer Success Management, Support, Training, Product, Engineering, and Professional Services to ensure all customer needs are met
- Monitor escalations to address, evaluate and ultimately resolve technical issues / questions for your team’s customers, leveraging available resources when warranted
- Regularly be evaluated based on the strength and success of both internal and external partnerships
- Streamline efficient execution of industry best practice strategies and enterprise-wide plans with disciplined strategic planning, management, and oversight
- Advance adoption of VMware Aria products across regional and global teams by guiding your team on the creation of well-communicated onboarding plans, encouraging enterprise-wide collaboration, and providing frequent assessments and reporting of results against common goals

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

As a leader of VMware’s world-class Customer Success organization, you will:

- Gain an understanding of public cloud,