Customer Success Manager

The VMware MAPBU is seeking a Customer Success Manager (CSM) to drive a program of success and renewal for key strategic customer accounts. The Customer Success Manager owns the Customer Lifecycle for a set of our valued customers, beginning with customer onboarding and implementation, through adoption and enablement, and renewal achievement. A successful CSM builds impeccable relationships and is highly skilled at achieving trusted advisor and customer advocate status. The CSM owns, working closely with the Sales Team, designing and executing customer success plans to ensure our customer objectives are truly met, and accountability for renewals. 

This individual should be a highly motivated, strategic thinker who can guide, inspire, coach, and mentor customers, but who is also capable and willing to get deeply involved in day-to-day tasks. In addition to focusing on customer satisfaction and guaranteeing renewals, the Customer Success Manager must also have a long-term perspective and vision as the trusted advisor and primary escalation point for existing customers. 

Responsibilities 

• Renewals  

• Owns overall customer strategy development and execution including both external and internal communications. 

• Drive forward the customer lifecycle to ensure customer and VMWare MAPBU mutual success. Take full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer lifecycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth. 

• Collaborate with clients to build and manage Customer Success Plans to aid the customer in achieving their objectives with the Tanzu Product Suite. 

• Ensure timely and successful customer on-boarding, enablement, and training to help customers realize the business value of our partnership and offerings. 

• Deliver customers to the contract renewal cycle in a successful state and support the renewals process to maximize customer retention. 

• Synthesize disparate observations and data to provide an objective assessment of account health, and proactively take action to improve account health score as part of the renewal strategy. 

• Maintain customer satisfaction by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our existing customers. 

• Help to identify, generate and facilitate additional revenue leveraging the sales team to close additional commercial opportunities.  

• Guide and support customers through the organizational changes needed to unlock the full value of the cloud, and help them staff, train, and align their people and partners to deliver on their cloud transformation. 

• Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products 

• Assist with support escalation to ensure critical, business impacting issues are organized and resolved as quickly as possible 

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Key Skills: 

Communication: 

• Ability to understand and communicate technical concepts and business value to business stakeholders, up to and, including executive leadership. Example: translating the use of the Tanzu platform to drive business results and impact on the workforce 

• Delivers clear messages when speaking using appropriate verbal and nonverbal communication 

• Facilitation and presentation skills comfortable up to executive leadership and large group settings  

Initiative and Problem Solving: 

• Actively seeks solutions to problems before being asked or directed. 

• Able to exercise good judgment by making timely and effective, well-informed decisions. 

• Experience working under deadlines and multiple projects 

• Ability to use negotiation skills to constructively resolve differences and ensure an integrated solution is presented to the client 

• Analytical and conceptual thinking 

Teamwork: 

• Collaboration and effectiveness working in a cross-practice forum 

• Adaptable and flexible: Ability to adapt to changing work environments, work priorities and organizational needs. 

• Alignment with VMware’s core values of EPIC2: Execute, Passion, Integrity, Customers, Community 

Qualifications: 

• Bachelor’s degree in business administration, computer science, engineering, or similar field of study preferred 

• 5 - 7+ years of experience in customer success, program management, and/or equivalent  

• Proficiency and knowledge of the cloud-native SDLC, demonstrated command of technical concepts and agile practices. 

• Previous experience with SaaS based solutions. 

• Demonstrated willingness to aggressively learn new things 

Location: preferably near customer account(s) to allow for frequent on-site coverage. Frequent travel to the customer site is required.