VMware Manager, Customer Success Cross-Franchise Operations - Opportunity for Working Remotely in Boston, Massachusetts
The Elevator Pitch: Why will you enjoy this new opportunity?
The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges.
As a Manager of Customer Success Cross-Franchise Operations, you will continue to develop your current skill set, while tackling the challenges that face a new and growing CS (Customer Success) organization at VMware. This role is primarily focused on supporting the EUC (End User Computing) Business Unit CS management team with data and insights to drive effective decision making in running their business. The role also extends to providing customer insights to CSMs directly. You will work cross-functionally with supporting delivery, systems, IT, data science, and compensation teams to support the EUC Customer Success team in delivering a world-class customer experience.
VMware is a publicly traded (NYSE: VMW), high-tech company that has become a critical business partner to the worlds biggest and brightest companies. VMware is undergoing a transformation to a SaaS/subscription business model seeking to unlock a new level of growth. As a member of the Customer Success organization, you will be right in the middle of that transformation.
What is the primary need, technical challenge, and/or problem you will be responsible for?
We are adding a Manager, Customer Success Cross-Franchise Operations to help drive operational consistency and best practices in conjunction with VMware’s specialist CS delivery teams. The mission of this new role is to build on a common – yet adaptable to the unique characteristics of the EUC Franchise – framework to ensure organizational alignment across Multi-Cloud, Networking, and End User Computing Franchises and also within the broader Customer Experience and Success (VMware’s post-sales) organization. This role will be a crucial member of our team as we work toward centralizing our Customer Success strategy and execution and look to drive operational effectiveness across the entire organization. This role reports into the Director of Customer Success Operations & Insights.
Success in the Role: What are the performance goals you will work toward completing?
Within 30 days, you will become familiar with CS team structure and role in the organization, begin building partnerships with key supporting teams, learn basics of EUC products, and develop familiarity with the current rhythm of the business. Additionally, you will begin understanding the variable compensation plan for the CS team.
Within 90 days, you will begin improving operations by contributing to enhancements to system design (Gainsight), KPI “run the business” Tableau dashboard data enablement efforts, and variable compensation administration.
Within 180 days, you will have an established rhythm of releases for new KPI dashboards and also Gainsight systems enhancements. You will be tackling new day-to-day operational challenges that arise and contribute your valuable insights and SME knowledge to the design of overall VMW CS best practices
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
Work with business stakeholders and supporting teams to collect requirements for operational improvements or instrumenting new customer insights and subsequently bring those requirements to life in Gainsight, Tableau dashboards or web applications
Assist EUC CS VP with preparing MBR and QBR presentations by providing performance measures and insights from various dashboards and sources of data
Work with business partners to continuously improve customer insights on ARR, customer consumption and customer health
Contribute to the improvement of the customer health score
Provide commissions finance team with results for variable compensation after each quarter
Identify opportunities to improve operational efficiencies within the Customer Success organization using relational data
Tell data-driven stories using industry-standard data visualization practices and tools
Participate in special projects to drive business objectives and process standardization
What is the leadership like for this role? What is the structure and culture of the team like?
Scott Hirsch is the Director of Customer Success Operations & Insights. Scott’s background is in technology operations – from strategy, pricing, and finance to systems, process, and analytics. He’s passionate about creating exceptional new customer experiences at companies transforming to a recurring revenue model. Prior to joining VMware, Scott incubated the Customer Intelligence team at software company PTC where he built a new platform to light up data about customer behavior to accelerate the adoption experience. Prior to PTC, Scott worked at EMC for 6 years in Finance & Revenue Operations for EMC's $4bn Maintenance Support business and at Accenture for 7 years in Operations consulting. Scott is incredibly excited to contribute to the build-out and maturation of the Customer Success organization at VMware and to play a role in the company’s transformation to a modern consumption-driven & customer centric SaaS company.
The Customer Success Operations team is made of up versatile professionals who are willing and able to learn new technologies. With technology constantly evolving over time, we are committed to hiring those with an ambition to learn, strong analytical and problem-solving skills, adaptability, strong communication abilities and intellectual honesty. A great sense of humor, creativity, and a collaborative spirit also go a long way in this role.
Minimal travel may be required
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 sponsorship by VMware
This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.
Category : Business Strategy and Operations
Subcategory: Business Operations Analyst
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-06-13
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.
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