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VMware Director, Customer Success Operations - Opportunity for Working Remotely in Boston, Massachusetts

Our Company

VMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a brave new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering, and more safely consuming any application.

Our Organization

Are you ready to help transform an organization? So are we!

Come join VMware’s rapidly expanding Customer Success Operations team as we pave the way for the even more customer-centric, cloud-ready, software-as-a-service company.

By developing scalable Customer Success best practices via standardized frameworks and processes, we help enable a diverse group of Customer Success practitioners to deliver prescriptive, predictive, and proactive customer engagements; all aimed at driving customer value, customer health and consumption.

Job Description

VMware Customer Success Operations is looking for a Director, Customer Success Operations who will report directly to the VP of Customer Success Operations. We are looking for a customer-centric leader with experience building and scaling Customer Success to help accelerate the transformation to Subscription licensing at VMware. This person will be the leader of operationalizing our for-fee and for-free customer success offering strategy. This leader will partner closely with the Customer Success Strategy team, Customer Success Delivery Leaders, and Customer Success Operations team to ensure the effective and efficient day-to-day execution of our Customer Success strategy.

This leader will bring expertise building and growing customer success in enterprise technology businesses transitioning from Perpetual licensing to Subscription/SaaS, OnPremise to the Cloud, with a critical lens on ARR Growth and retention management. The best candidate will have experience driving execution in a fast-growing and agile business. This leader has high capability to leverage customer insights, data, and technology to achieve operational performance. This leader is a problem-solver, creating insights where not inherently institutionalized.

As the Director, Customer Success Operations, you will be responsible for effective and efficient execution of our operational strategies that will ensure our teams productively deliver a seamless customer experience, grow and retain our customers, and deliver value realization to our customers as we drive our VMware MultiCloud SaaS Acceleration. You will be accountable to operational performance management, timely communication of results and identifying opportunities for business improvement initiatives. The Director of Customer Success Operations will lead cross-functional performance initiatives to drive Customer Success financial and operational excellence.

You are passionate about building Customer Success into an innovative, proactive, growth engine driver. You are high energy and comfortable working in a fast-paced, start-up style environment. You are excited to help VMware Customer Success Operations lead the way to help our teams deliver value realization to our customers. You share our love of our customers, lead with EPIC2 values (execution, passion, integrity, customers, community), and are committed to creating a diverse and inclusive environment for our high-performing teams.

Responsibilities

  • Lead the day-to-day operational execution of our customer coverage strategy ensuring effective and efficient customer success management delivery of VMware’s for-fee and for-free strategy

  • Lead, manage and communicate on-demand performance management of Customer Success delivery metrics

  • Owner of the global process of Customer Success for-fee and for-free coverage operational execution, lead change management requirements and accountable for process documentation to ensure execution of a seamless customer experience that will be a competitive advantage to VMware’s success and growth

  • Uncover opportunities to leverage data and technology that will help Customer Success exceed financial (Net Dollar Retention, ARR Growth) and operational (Time to Value, cSAT, NPS) performance globally

  • Member of the global Customer Success Operations leadership team influencing key strategic decisions for VMware overall and the VMware Customer Success organization.

  • Lead, inspire and develop your team and others across Customer Success Operations to drive innovation to ensure predictable and scalable results that drive growth and improve profitability

Required Qualifications

  • 12 years + related experience, MBA preferred

  • Proven experience in a senior-level Customer Success or Revenue Operations role at a high growth, scaling enterprise technology, perpetual-to-subscription transformation company or SaaS.

  • Deep understanding for the Customer Success function and as a revenue growth engine

  • A strong operational, engine-builder mentality with demonstrated success in leveraging data to design and implement scalable solutions, establish consistent processes, and deliver predictable results

  • Experience with global change management and effectively communicating strategic objectives and action plans to multiple stakeholders and teams

  • Excellent communication, presentation and relationship building skills to partner deeply with the VP Customer Success Operations, Customer Success Leadership Team and other cross-functional leaders at every level of the business up to and including C-levels

  • The ability to set a vision, execute on a strategy and roll up your sleeves to get into the details when necessary

  • Data-driven and customer-first decision maker

Our Employees

At its best, VMware is a place, where we are valued for the complete people we are, where extraordinary progress is achieved for ourselves, our teams, our company, our customers, and our communities – and where even more progress is desired and expected. VMware is a powerful platform for all of who we are – individual, colleague, pioneer, citizen – a place where empowerment, accountability, and responsibility become the traits of ownership, and where each of us can own our future and achieve success through our own actions, on our terms.

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 success on their own terms. And together, we are crafting the future of business in a digital world.

At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.html . We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity: http://www.vmware.com/company/careers/people-at-vmware.html

This job requisition is not eligible for employment-based immigration sponsored by VMware

Due to the Biden Administration issuing an Executive Order (EO) that effectively mandates COVID-19 vaccination for all U.S. based employees of federal contractors and subcontractors, all U.S. based VMware employees will be required to have their final vaccination dose (e.g., second dose of Pfizer or Moderna, or single dose of J&J) by January 4, 2022. Specifically, this means that all U.S. based VMware employees will need to be fully vaccinated by January 18th, 2022, or by their first date of employment if after that date, subject to legally required accommodations.

Category : Business Strategy and Operations

Subcategory: Strategic Planning

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-10-25

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.

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