Tanzu Escalation Manager

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

Working with the Tanzu Escalation Management team, part of the Customer Experience organization within VMware’s Modern Applications and Management Business Group (MAMBG), you will connect with and be supported by your peers and colleagues. As an individual, you will have responsibility for contributing to our continued success and be a key player to improving Customer Experience. You will feel at home working collaboratively with many different teams. You will be introduced to many new concepts and technologies which will further expand your learnings. Teamwork is very important and at the forefront of the Team.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
- Build your personal brand and learn the structures and policies of our Support, Engineering and other customer facing teams.
- Within the first 30 days, you will be expected to onboard and build your understanding of the processes
- Within the first 90 days, you will be expected to grow your abilities to manage customer escalations and show your aptitude in handling communications at both a technical and Executive level.
- You will need to demonstrate and orchestrate Escalation handling through effective collaboration with cross-functional departments such as Global Support, Engineering, Deployment teams and Sales to ensure alignment and to drive increased customer success and adoption
- You will need to demonstrate the ability to make good decisions in the spirit of the strategic direction of the organization
- Within 180 days you will need to demonstrate that you can become a highly trusted individual who maintains and expects high standards

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

Your regular activities will include some of the following but will also evolve over time:

- Collaboration with multiple stakeholders
- Preparation and validation of both internal and customer communication
- Set correct expectations and drive relief and resolution through effective communication.
- Monitor customer issues to determine when escalation and enhanced focus is needed to contain customer frustration.
- Clarifying Problem Statements and customer impact statements as needed, as well as potential VMware Business impact statements (e.g. Revenue $, or brand impact), so that the context around technical issues is understood by those with the ability to impact resource allocation.
- Engaging with customers or other appropriate stakeholders to understand and document Customer temperature and ensure customer concerns are acknowledged and appropriately responded to.
- Oversight of various technical resources (Support, Engineering, Deployment, Other) to ensure that troubleshooting efforts are timely, continuous, and matching the urgency the situation requires. EM is also responsible for ensuring the necessary level of resources are allocated to the issue.
- Prioritize and drive escalations for visibility, traction and progress.
- Active leadership of internal or customer calls
- Engaging the leadership team when necessary to intervene or participate in the Escalation process.
- Notifying the leadership team of any escalations which are at risk of executive involvement from customers or other stakeholders.
- Participating in the feedback loop for internal continuous improvement, by means of accurately recording Business Impacts, Escalation Closure codes and other tracked metrics within Escalation tools.
- Performing retrospective analysis for complex escalations to identify and agree on Action Plans for People, Process or Product Improvement.

**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 Larry Guinan, the Global Director for the Tanzu Escalation management team. He is based in Massachusetts, USA and has been with VMware since 2021.He is passionate about helping people succeed and believes that people grow by allowing them to be leaders in everything they do on a day-to-day basis. The team is distributed globally and works both remotely and from the office. The AMER team members are currently located in Costa Rica and USA. The team culture is very open, inviting, and collaborative.

**Where is this role located?**

This role is for the AMER region and is targeting our Costa Rica location.

**What are the working hours?**

This is a weekend shift role, consisting of 4 x 10 hour shifts, Fridays to Mondays.

**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 ch