Support Services Manager
Heredia, Costa Rica
hace 6 horas

Job Description

As a Support Services Manager (SSM), you will have the opportunity to manage and build the support relationship with our most strategic VMware customers.

You will be responsible for delivering an unparalleled support experience leveraging the combined power of VMware solutions and your technical guidance.

You will work closely with our Customer Success Executives, Technical Support Engineers and Development teams to ensure that VMware is delivering overall best in-class service and support for our customers.


  • Develop excellent working relationships with the Customer Success Executive (CSE) and Technical Account
  • Manager, act as their single point of contact for the management and / or escalation of all support-related activities, working alongside all internal teams to ensure your customer’s overall support satisfaction
  • Work closely with teammates in a team structure to support a subset of S360 customers
  • Understand customer’s business requirements, technical needs, systems, environment and support history
  • Oversee and direct Support Requests to the proper resources and make use case information available to internal teams when necessary to assist in problem resolution
  • Manage activities related to the customers support experience including setting and managing support expectations, driving Support Request prioritization, progress, updates, escalation assistance and resolution
  • Review SR dashboards for a subset of customers, discerning any unhealthy SR statuses, trends, or progress, then act accordingly with internal teams to improve the support experience
  • Partner with TSEs and TSMs to achieve customer outcomes and influence improvements in the overall delivery of Premier Support
  • Provide recurring reports of active Support Requests with current status and next steps and coordinate delivery to the customer team
  • Participate in CSE Executive Business Reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data
  • Facilitate all proactive Support Requests to assist the customer with upgrade / maintenance plans, providing recommendations and input on the customers implementation runbooks and alerting relevant, internal teams of upcoming or after-hours activities
  • Assist with the progression and resolution of customer issues and work to reduce SR volume and customer environment impact over time
  • Document and deliver formal root cause analyses as needed for critical customer situations
  • Alert GSS to customer activities such as upgrades, migrations or after hour activities
  • Provide proactive support recommendations in partnership with the Proactive Support Services team
  • Coordinate all remote / onsite support engagements
  • Maintain complete and updated account information records
  • Assist customers outside of normal business hours, if required
  • Requirements

  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
  • Strong communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel
  • Excellent attention to detail and strong organizational skills with an ability to manage competing client demands
  • Exceptional collaboration skills and a passion for problem solving
  • Must be agile and able to adjust quickly to many different situations
  • Adaptable to enhance skillsets around the customer’s product and solutions
  • Solid technical acumen in at least 2 of the following areas : data center infrastructure, operating systems, desktop deployments, mobility, cloud, networking, security, system administration and technical architecture;
  • preferably with industry certifications, previous technical experience preferred

  • Familiarity with CRM or incident tracking and management systems such as Salesforce, Siebel, Remedy, Clarify, Gainsight, etc.
  • Strong analytical skills regarding technical and project management issues
  • Ability to travel up to 15%
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