VMware is seeking a Customer Success Manager for Partner (CSM-P) to help our valued cloud partners and their customers maximize their value and achieve their desired business outcomes from VMware products and services.
As a CSM-P, you will shadow the partner in the post sales engagement of the customer lifecycle, including but not limited to, onboarding, adoption, consumption, renewal and expansion within an assigned portfolio of customer accounts.
You will work closely with multiple stakeholders engaged with our partners and customers, e.g. Sales, Support, Partner, Product and Engineering teams to design and execute success plans to ensure our partner and customer objectives are met.
The CSM-P must also have a long-term perspective and vision as the customer’s trusted advisor and primary escalation point for customers.
Drive partner / customer milestones, eg. onboarding, adoption and consumption, in alignment to customer use cases and roadmap.
Ensure timely and successful customer on-boarding, enablement, and partner training to help customers realize the business value of our partnership and offerings.
Build and manage Success Plans with the partner to help customers achieve their objectives.
Maintain customer satisfaction and Net Promoter Score by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our customers.
Driveresolution of problems or critical issues for assigned customers by aligning appropriate resources from Support, Product and Engineering organizations.
Ensure partner / customer needs and challenges are communicated and understood by Executives and functional teams.
Proactivelyreview customer consumption and health scores with the partner to derive actionable insights to help customers optimize their SaaS investment.
Conduct Monthly Service Reviews and Executive / Quarterly Business Reviews with the partner to proactively monitor deployment velocity, consumption and proactively works towards addressing any blockers.
Leverage health scores and consumption analytics to identify predictive indicators of churn and take mitigating actions.
Partner with Sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Gather case studies and identify customer references.
Skills And Requirements
5+ years working in a customer-facing role , eg. customer success, account management, service delivery
Exceptionalcommunication, presentation and facilitation skills
Demonstratedtrack record of successfully managing complex customer relationships in SaaS organizations
Ability to collaborate with internal and external stakeholders and all levels of management.
Demonstrable accountability, customer advocacy, conflict resolution, growth mindset, stakeholder influence
Abilityto solve difficult issues with little supervision
Ability to multi-task and work in a dynamic environment with constant change to address emerging issues and challenges
Willing to be a hands-on contributor and a proactive team player
College or University degree in business administration, computer science, engineering, or similar field of study preferred
Knowledge and experience with Cloud and SaaS based solutions preferred
US Central hours, English speaking, and Spanish a plus.
Category : Sales
Subcategory : Services Sales
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2022-01-11
Sales : VMware’s Sales team focuses on two primary goals : helping customers solve their biggest business problems and hitting our bookings targets to keep our company growing and strong.
We begin by forging deep relationships with our customers, so we can truly understand their business challenges and opportunities.
We help drive their digital transformation by bringing VMware solutions that provide the speed, agility, and efficiency needed to compete and grow in the Internet economy.
We also try to make the world a better place by hosting and participating in community activities. Are you inspired by the chance to solve your customers’ biggest challenges?
You can make that kind of difference with VMware’s portfolio of industry-leading solutions. Join our team, and you can grow your career and share in the success of an industry pioneer that’s turning companies into truly digital enterprises.