Customer Success Operations, Compensation Manager
VMware
Heredia, CR
hace 5 días

Job Description

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
  • Qualifications :

  • 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

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