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 CS practitioners to deliver prescriptive, predictive and proactive customer engagements;
all aimed at driving customer value, customer health and consumption.
The Customer Success Operations, Compensation Manager will be integral to the success and effective operations of VMware’s Customer Success organization.
As a part of the Customer Success Operations team, you will drive the effectiveness and efficiency of our Customer Success compensation operations.
In order to be successful, you will have demonstrable experience in compensation design, processes, calculations, reporting and analytics in an environment with multiple types of metrics both sales / transactional and activity-driven (e.
g., driving customer health). You will also have experience working closely with a number of internal stakeholders, including : Customer Success Operations, Sales Operations, Enterprise Data Analytics, Finance, Customer Success, HR, and the Executive / Senior Leadership team.
CS Operations Compensation Deliverables :
Assist in design and rollout of annual variable compensation plans in alignment with Finance, Customer Success Operations and Corporate Commissions teams
Support compensation design to determine the metrics and targets against which the teams within Customer Success are measured
Establish and manage policies, procedures and reporting and drive operational results across the Customer Success Compensation program
Collaboratively develop recommendations (with CS Delivery Operations) for new business processes and initiatives to enable Customer Success Managers to be successful in achieving their goals
Administer, calculate, and communicate variable compensation in accordance with VMware’s policies and individual compensation plan
Effectively communicate with Customer Success leadership via attainment reviews to gain necessary approvals and the Customer Success teams to ensure they understand the drivers of their individual performance and related impact on their commissions
What is in it for you?
You will be a key member of the VMware team that has built a rare business environment one of energy, creativity, collegiality and collaboration
You will join an atmosphere that is fun casual and inviting, in keeping with VMware's roots as a successful entrepreneurial start up
You will have the opportunity deliver impactful results to the Customer Success team while building your skillset and experience
Job Requirements :
Administer variable compensation process by overseeing the maintaining, tracking, reporting, auditing and analyzing of relevant recurring revenue and Customer Health activity data, ensuring accurate and timely payouts in accordance with the terms of the commission plans
Dig into complex problems and become a subject matter expert in all facets of compensation operations
Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements
Ability to pull data points and analyses together to influence leaders and provide strategic recommendations
Ability to work constructively with an offshore Shared Services team to enable accurate calculation and processing of compensation results, as well as to design the layout / functioning of dashboards or system enhancements that provide self-service access to commissions results and underlying drivers
Experience Required :
7+ years of related experience focused on compensation, operations, or financial analysis
Highly experienced in Customer Success or Sales Operations functions with proven success in operations management in a global fast-growing hybrid SaaS software and technology environment
Experience leading the ideation, planning, and implementation of business processes to enable more effective operations
Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
Ability to communicate with business owners from around the organization, creating strong partnerships with other teams without direct reporting lines
Demonstrated ability to roll-up sleeves and work with team members in a hands-on management capacity
Ability to work under tight deadlines and prioritize multiple deliverables and responsibilities, while also leading or leveraging cross-functional teams, to deliver projects on time
Ability to think creatively and problem solve; highly-driven and self-motivated
Ability to thrive in a fast-paced, rapidly-changing environment and work under tight deadlines to prioritize multiple deliverables and responsibilities
Detail-oriented and able to maintain a high level of ownership and accuracy
Excellent oral and written communication and interpersonal skills
Role models VMware’s EPIC2 values and leads through our Leadership code
BA / BS or equivalent degree
Experience using Customer Success Software, CRM Software, and BI Tools; Experience with compensation tools like SAP Commissions a plus
Experience with tools such as Power BI, Tableau, Excel
Category : Business Strategy and Operations
Subcategory : Business Operations Analyst
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2021-06-30