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S360 Technical Adoption Manager

hace 3 semanas

Heredia, Costa Rica VMware A tiempo completo

The Success 360 (S360) Standard Technical Adoption Manager (TAM) serves as a critical resource and trusted advisor in coaching and enabling our S360 customers to take full advantage of the entitlements and capabilities of the S360 program.

The S360 Standard TAM will advise and support the customer in consuming a premium digital experience, including success planning, consumption of adoption accelerators, premium digital learning, and customer health data and recommendations.

In partnership with the our Support Desk, the S360 Standard TAM will function as the primary resource for our S360 Standard customers. In addition, the S360 Standard TAM provides enablement assistance to our S360 Advanced and Enterprise customers whose named resources fall outside of the local region. This role includes both initiative-taking and reactive responsibilities for VMware’s enterprise customers including Global Accounts ($20M spend), public sector, enterprise, and commercial segments. The average ratio of customers assigned per TAM is 20:1.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
- Onboard customers into the S360 Standard program including a detailed orientation to Connect Success, VMware’s industry leading customer success portal
- Perform a detailed orientation of the S360 program in partnership with the Support Services Manager (SSM) team, covering all aspects of the program and associated roles and responsibilities
- Guide the customer through the methodology of success plan building and on-going success plan management
- Assist the customer in navigating the catalogs of inform and enable adoption guidance accelerators and premium digital learning
- Partnering with the Word Wide Consulting Center (WWCC) you will play a key role in building the customers knowledge and confidence through informed recommendations on suggested enablement pathways and associated accelerators
- Schedule a bi-weekly check-in cadence with the customer where you will review the customer’s progress in developing a success plan and consuming relevant enablement (accelerators and learning)
- Compile and deliver a monthly S360 summary to the customer summarizing the progress of their success plan, accelerators and learning consumed, support activity and Skyline reporting for the prior month
- Monitor the inbound queue and live chat requests for Success Desk assistance related to Connect Success and S360 program functions
- Address customer needs by properly routing support, product, and licensing requests to the appropriate teams within VMware Inc.
- Proactively monitor customer health, issues impacting overall customer sat and mitigate renewal risk
- Be aware and engage in critical customer escalations, leveraging the SSM desk and support organization to bring resolution to customer impacting issues
- Openly collaborate and communicate to management and peers trends and recurring themes encountered by our customers related to support, product quality and overall VMware relationship
- Actively participate as a member of the team and leverage your unique skills by contributing to the growth and maturity of the S360 Standard program

**The Work: What type of work will you be doing? What requirements, skills, or assignments will you be performing on a regular basis?**
- Technical skills that might include VMware product knowledge and relevant technologies
- People skills and ability to build relationships with internal and client stakeholders (both business and technical)
- Critical thinking skills and ability to proactively anticipate future customer actions and deploy VMware resources to meet needs
- Proven record of driving issues to resolution with great customer satisfaction
- Time management skills
- Experience in change management, decision making, planning, and process/business transformation
- Previous customer success experience in a SaaS organization
- Previous working experience with Gainsight and Salesforce or other CRM/CS tool
- A positive attitude and ability to adapt to change in a fast moving and evolving business

**Where is this role located?**

Remote: This role is a home-based office position in Costa Rica

**What are the benefits and perks of working at VMware?**
- 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 challenges, or developmental disabilities
- Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
- Wellness reimbursement and online fitness and wellbeing classes

**VMware**

Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve suc