Senior Customer Success Manager

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? 

Over the first 6-12 months in the role you can work towards the following outcomes: 

• First 30-60 days becoming competent with VMware's product offerings, with particular focus on VMware Carbon Black Products and Services. Full training and support is delivered via self-study online and peer support from others in the team. 

• You will work closely with colleagues in Customer Success Engineering, Sales, Solution Engineering, and Marketing to understand the background to any existing customers who will be part of your portfolio. Within 90 days of employment you will be meeting with and working day-to-day with important customers. 

• Within 6 months you will be expanding your portfolio of customers. You will be developing success plans, managing activities related to consumption of our products, and escalating any risks and issues to your management team. 

Within 12 months you are a strong customer advocate in your accounts with established relationships. You will have also built a network of incredible colleagues in our global organization that you can call upon to drive success for our customers 

 
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? 

Your regular activities may be modified to suit the needs of your customer portfolio, however you can expect a variety of the following: 

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

• Drive forward the customer lifecycle to ensure customer and VMware 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 Carbon Black Product Suite. 

• 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 retention strategy. 

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