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Customer Success Specialist Engineer
hace 4 semanas
The world is changing fast
**VMware **is uniquely positioned to unlock opportunities for people and our planet.
We provide the digital foundation for transforming business innovation.
This is why you will love being a member of our leading customer-centric team and share in the success of an industry-pioneering company that embraces EPIC2 values.
Our 350,000 enterprise and business customers (which includes 98% of Fortune 500) rely on VMware to make their digital transformation possible.
VMware is looking for highly motivated individuals who will be responsible for providing outstanding customer service to ensure that customers and employees have a positive experience getting onboarding and ongoing training for VMware's vRealize Product Suite.
The individual hired for this role MUST be available to support customers in the AMER Region and may be required to travel occasionally (restrictions permitting) for on-site customer and internal team meetings.
**The Elevator Pitch: Why will you enjoy this new opportunity?
**
You love being on the front lines of the business partnering with best-in-class customers, internal executives, and developers to communicate technical context required to make improvements to the customer experience and software solutions.
You are looking for an opportunity to be at the intersection of private, public, and hybrid clouds - and understand the benefits of all of the above
You have a strong technical background with experience in public cloud computing, data center operations, IT, network administration, or other related areas.
**What is the primary need, technical challenge, and/or problem you will be responsible for?
**
We need a high-energy, creative individual with a proven track record of successful account management experience, a passion for Customer Success, solid analytical skills and strong technical acumen.
As a Customer Success Specialist Engineer (CSSE), you will use your strong analytical abilities to maximize and accelerate solution adoption and value realization, prevent issues, and resolve challenges faster, leverage new capabilities quickly, and optimize company-wide strategies for your customers, creating closer connections to VMware thought leadership and peers.
**Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?
**
Immediately and in an ongoing manner you will:
- Consult with and advocate for your customers as you forge strong relationships to ensure they are getting the most from their VMware vRealize investment and are fully utilizing the products to create a positive customer experience
- Be evaluated by the overall health and satisfaction of your customers as well as the level of adoption of the products
- Help set strategic direction, continual improvement of operations and processes and coordinate across globally complex organizations
- Tackle complex architectures and manage major transformational initiatives to accelerate their cloud maturity journey
- 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
- Address, evaluate and ultimately resolve technical issues / questions for your 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 vRealize products across regional and global teams by creating a well-communicated onboarding plan, 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 part of VMware's world-class Customer Success organization, you will:
- Immerse yourself in public cloud, multi-cloud, hybrid cloud, private cloud, FinOps, DevOps, SecOps, networking and IT industry best practices to serve as a strategic partner for your customers
- Utilize your product domain expertise to serve as a trusted technical advisor and account manager
- Collect and analyze customer data to identify trends, advance adoption, and create a positive customer experience
- Be a primary point of contact for tech-related questions and coordination of issue management and problem resolution
- Act as a customer advocate and convey customer requirements, feature requests, feedback, etc.
to Product Management and Executive Leadership
- Oversee and lead customer onboarding, strategic planning, consultative services, and product demonstrations on new features and services
- Us
