Senior Director, VMware Customer Success, Americas Public Sector Leader
The Elevator Pitch: Why will you enjoy this new opportunity?
VMware is a global leader in cloud infrastructure and digital workspace technology. We accelerate digital transformation by enabling unprecedented freedom and flexibility in how our customers and partners build and evolve IT environments.
VMware has two monetized Success offers (Success 360 & Technical Adoption Management) that leverage a common Technical Adoption Manager role focused on helping to ensure our customers are reaching their desired outcomes while adopting our VMware solutions. Success 360 (S360) is an award-winning, paid Success Offer that integrates Customer Success, Technical Support, Standardized Micro-Services and Learning to rapidly accelerate our customers’ time to value, while driving consumption and adoption of VMware solutions. The Technical Adoption Manager role is a blend of deep technical knowledge to help guide our customers and remove roadblocks, while also being able to provide account level success planning and adoption management.
We work in a fast paced, high energy and collaborative environment where the best ideas win.
We are looking for a dynamic, experienced change agent who is excited about the opportunity to help VMware make Customer Success a competitive force. You will be strategically leading and managing a team of Customer Success experts focus on helping our Public Sector customers be successful (Federal, State, Local, Education).
As a Senior Director and member of the leadership team, you will report to the Americas Customer Success leader and will be responsible for leading our team of Technical Adoption Managers who are focused on driving product adoption through our two monetized Customer Success offers (Success 360 & Technical Adoption Management).
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
Build, develop, and operationalize a team of Technical Adoption Managers and CS Leaders at VMware focused on our Public Sector customers.
Manage and lead the team performing adoption management for our Public Sector region, including managing customer risk, ARR growth, and product Adoption.
Provide thought leadership, manage risk, and ensure VMware customers have a positive experience and realize value from Customer Success and our monetized offers.
Lead your team to develop and manage Success Plans that achieve measurable business outcomes for customers while accelerating the consumption of VMware technology and ensuring renewals. Ensure the team is maintaining the appropriate technical skills to provide our customers technical guidance around their multi-cloud VMware solutions to remove roadblocks and accelerate adoption.
Work closely with sales teams to drive the sale to develop technology consumption plans to accelerate product adoption and ensure VMware solution are growing and renewing.
Monitor the Health and Sentiment of your team’s assigned customers, and rally internal resources to sustain and improve.
Lead select optimization and improvement initiatives for Customer Success systems and deliverables, including Gainsight, Customer Connect portal, Synergy, Accelerator portal and related delivery artifacts.
Partner with Services Management to share feedback, influence, and guide the development of Customer Success.
Meet directly with customers to gauge effectiveness of your team and act as an internal sponsor for key accounts.
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
Continuously evaluate business, team, and customer needs and adapt processes and technology resources to improve performance.
Hiring, mentoring, growing a team of high performing success managers who drive product adoption.
Collaborate with the leadership of cross-functional teams involved in supporting and driving adoption management.
Work as a member of the broader Americas Customer Success leadership team.
Collaborate with your fellow Customer Success leaders across the globe.
Work closely with VMware Sales Leaders on enablement and delivery best practices.
Liaise with other internal stakeholders to facilitate your Customer Success team’s mission and support the overall quality of our Customer Success offers and programs.
Build & maintain good working relationships with internal partners and key customer leadership.
Travel as required, not to exceed 25%.
What is the leadership like for this role? What is the structure and culture of the team like?
The Customer Success Technical Adoption Management team is part of the extended VMware CXS team comprised of Customer Success, PSO, and Support who work together in a highly collaborative environment as one team.
The hiring manager leads the Americas Customer Success team.
We are an open and communicative team where all team members have a sense of ownership in the development and maturity of our Customer Success offers and programs.
Where is the role located?
This role should be located in the United States, preferably in a major metropolitan area.
For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $195,000 - $468,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Services and Consulting
Subcategory: Customer Success
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2023-04-27
VMware’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional team work. The Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.