Manager Support Account Management
Pavas, Costa Rica
hace 1 día

Job Description

As a Manager for the Support Account Management (SAM) department within Global Support Services, you will have the responsibility to manage, coach, and develop SAM employees working with the VMware product portfolio.

Our SAMs build the support relationship with some of our key Premier Support customers and are responsible for delivering an unparalleled support experience leveraging VMware solutions.

You will ensure the SAMs under your management have whatever they need to be successful, all while ensuring our customers are also successful with MCS support.

You will work closely with our engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers.


  • Manage a team of 10-12 Support Account Managers, ensuring successful growth and development of team
  • Responsible for a region of customer’s MCS success (customers assigned to SAMs on your team)
  • Develop and improve processes to help scale, grow, and sustain the SAM business particular to your region
  • Develop excellent working relationship with eh key individuals within your customer’s operational team
  • Work closely and collaboratively with resources across the VMware organization including Support Delivery teams, field sales, solution engineers, and additional account team members
  • Maintain high-level technical knowledge of core VMware solutions and future product direction
  • At times, be available for customer escalations or assisting SAMs during off hours / weekend
  • Requirements

  • B.S., B.A., degree preferred or equivalent experience.
  • Must be agile and able to adjust quickly to many different situations and challenges.
  • Excellent attention to detail and strong organizational skills with an ability to manage competing client demands
  • Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives.
  • Strong analytical skills regarding technical and project management issues
  • Strong understanding of strategic sales process
  • Ability to travel up to 30 percent of the time, including international
  • Previous experience as people manager, support account manager, technical account manager, or escalation manager preferred
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