Manager - Customer Success

Job Title

Manager - Customer Success

Job Scope

The Manager - Customer Success is accountable for working closely with customers during all stages of engagement, from sales to solution and service deployment. S/He identifies customers’ needs, ensures successful onboarding/retention and provides service excellence and timely complaint management.

Main Duties and Responsibilities

• Establish a long-term relationship with your customers.
• Partner with customers and align business objectives with VMware’s technology roadmap, offering strategic technical guidance and solution recommendations.
• Manage the customer adoption lifecycle, identifying potential risks and challenges, and provide solutions for a seamless technology deployment experience. 
• Collaborate with support, engineering, and consulting teams to resolve customer issues and enhance the post-sales experience.
• Develop and iterate on a customer success framework that delivers measurable business and technical outcomes. 
• Provide insight from customer data to internal stakeholders for appropriate actions and decisions.
• Identify and understand customers at-risk and gaps that can hinder overall implementation, rollout, and/or adoption of the solution.
• Manage the ongoing post-sales experience with priority customers, managing both the IT line of business and key customer stakeholders.
• Address escalated service issues, ensuring prompt resolution and customer feedback follow-up.
• Track and respond to customer suggestions, preparing reports and actionable recommendations for improvement.
• Continuously refine processes to enhance performance, efficiency, and customer satisfaction based on metrics and feedback. 

Position Requirements

Education

Bachelor's degree in a relevant field, such as Business Administration, Computer Science, or Information Technology.

Experience

• Minimum of 7 years of experience in customer success, technical account management, or a related field.
• Experience with VMware products, such as vSphere, Aria Suite, vSAN, NSX, Tanzu, and VMware Cloud Foundation.
• VMware Certified Professional (VCP) certification is highly desirable.
• Strong interpersonal and communication skills with a delivery-focused mindset

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