Sase Customer Engagement Manager

**Why will you enjoy this new opportunity?**

SD-WAN has transformed the networking industry in countless ways. Enterprises are undertaking a digital transformation and SASE services will be a key part of this strategy. Service Providers are a strategic partner for VMware’s SASE go-to-market. Are you experienced in driving success in the networking space and excited about shaping new products and services to enable the next generation of services? Are you comfortable engaging both with partners, and directly with end customers who deploy our SASE solutions?

The Customer Engagement Manager (CEM) ensures long term partner success through alignment with sales, professional services, and support. The CEM will share best practices and make recommendations based on the partner’s unique requirements, and lessons learned by VMware as the global leader in SASE. The CEM also strives to provide structured access to VMware guidance and expertise while serving in a trusted advisor capacity to their assigned partners.

As one of our CEMs, you will be responsible for building and maintaining post-sales relationships with one, or a small number, of VMware’s largest and most complex partners. These are typically Fortune 100 companies adopting VMware SASE solution as a key component of their go to market. You will ensure the success of our partners by driving best-in-class execution of design, deployment, and support. You will be responsible for positioning our solutions portfolio in partnership with sales and remove barriers for the partner to quickly grow their business. You will focus on partner success and satisfaction and ensure that the partners serve as a positive reference and continue their adoption of VMware SASE. Additionally, you will become the partner’s escalation point into VMware. As such, your combined business and technical abilities are critical in ensuring the partner is successful.

**What are the performance outcomes over the first 12 months you will work toward completing?**
- Within 30 days of employment, you will become competent with the VMware SD-WAN and SASE products and solutions. You will understand the key players in your account assignments. You will meet your team and understand who the key partners are across your region and understand what resources are available to support them.
- Within 90 days of employment, you will be working closely with the regional SASE sales team to understand the account’s challenges and define its success strategy. You will also understand the account’s strengths and weaknesses and focus on defining and executing strategies to create a success story.
- Within 180 days, you will have established yourself as a key partner for VMware sales. You will be trusted by your key customer executives and have developed key relationships within the customer. You will have been tracking account metrics, performed comparison of partner’s operations and processes to known best practices of similar organizations, using guidance from our product teams and years of experience.
- Within 360 days, you will be focused over the horizon, defining new approaches, strategies, and operations to accelerate and expand the mindshare of VMware SASE within the partner’s leadership.

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

For this role, we are looking for a hands-on individual who will champion our cause. You are used to working in a fast-paced environment where you are customer and partner facing. You can articulate the value proposition of the product portfolio clearly and concisely. You have the technical acumen and can relate to customers’ challenges and have technical expertise to be credible in customer conversations. Your first reaction is to “lean-in” and focus on business outcomes driving customer and partner success. You will also engage in customer and partner escalations. You will identify gaps in the partner’s delivery capability and positioning training or VMware’s professional service portfolio to ensure successful delivery of SASE services to end customers.

Within the SASE Services team you bring valuable and real-time feedback based on customer interactions during both deployment projects and customer escalations. You have a track record of establishing a strong rapport with Product, Support and Engineering teams such that they come to you to understand the problems customers are facing.

**Requirements**:
**Experience**
- 10+ years of experience in customer-facing roles in either professional services, sales engineering or technical support in the telco or networking industry.
- Proven experience managing in a matrix work environment
- Comfortable working with C-level executives at Fortune 500 companies and building necessary business relationships throughout the organization
- Fluency in Arabic and English are required. French is desirable.
- Strong networking ba