Senior Success 360 Customer Success Manager

**Senior Success 360 Customer Success Manager**

**Why will you enjoy this new opportunity?**

Do you enjoy helping Global and Enterprise organizations achieve their business outcomes through their technology investments? If you do, we have the perfect job opportunity for you

As a Success 360 Customer Success Manager, you will serve as a trusted advisor, driving a cross-functional, unified customer experience for our customers during their transformational journey with VMWare.

Upon joining our Customer Success team, you will play a critical role in delivering the Success 360 offering for enterprise customers by enabling them to rapidly and successfully onboard, adopt and realize business value with harmonized digital and in-person engagements across the entire customer journey.

In the Customer Success Manager role, you will interact daily with your assigned customers, helping them to achieve onboarding and activation milestones in driving product consumption. You will also jointly develop Success Plans with each customer to align their technology objectives to business outcomes.

As a Customer Success Manager, you be able to create a long-term relationship with your assigned customers as you develop an understanding of the customer’s desired business outcomes, focusing on maximizing value realization across their VMware portfolio.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**

During the first year, you will onboard into the Customer Success role and work with your assigned customers.
- Upon joining the Customer Success 360 team, you will be guided through a well-organized four-week onboarding plan that will be prepared for you.
- After onboarding, you will be assigned your first S360 accounts and work to establish ongoing cadence for account meetings with the customer, the account team and internal resources to understand the customer’s current and planned VMware production adoption and use cases.
- One month after engaging with your customers, you will be able to articulate customer key business objectives and desired outcomes and begin crafting a joint Success Plan with the customer.
- You will establish ongoing cadence for account meetings with the customer, and orchestrate internal resources to progress toward achieving key milestones.
- You will create your Success Plan in Gainsight and record all customer activity and milestones throughout the customer journey.
- Within 3 months of your joining date, you will be able to present your achievements in a Quarterly Business Review using the internal tools and deliverables that we will provide to you.
- You will collaborate with internal resources to understand customer use cases and identify opportunities for prescribing Adoption Guidance and Workshops to further adoption and consumption.
- You will proactively monitor customer health, identify expansion opportunities and mitigate renewal risk.
- During months 6-12, you will continue to drive business priorities within your assigned accounts and contribute to improving the overall Success 360 practice.
- You will develop best practices to identify and proactively solve potential process or executional challenges.
- You will ensure best-in-class execution; Develop and implement changes in both the customer's and VMware's operations systems that directly add value.

**The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**

As part of the s360 Customer Manager team, you will be working throughout the S360 subscription period with several assigned and strategic customers.

The activities you will perform are all aligned with the purpose of helping our customers achieve their desired business outcomes through VMware technology. You will orchestrate the adoption and consumption of the VMware technologies the customer has purchased.

You will also be collaborating with the broader VMware account team and specialists as you perform the following:

- You will have a track record of experience in customer success, in an enterprise software or SaaS organization, with a proven track record of successfully managing complex customer relationship in technology.
- You will develop excellent understanding of VMware and associated technologies.
- You will keep track of business and technology trends seen in market and hold one or more industry certifications in areas of interest.
- You will possess robust inter-personal skills and ability to build relationships with internal and client stakeholders (including business and up to C-suite).
- You will have experience developing and driving business cases that outline value to customers.
- You will develop best practices to identify and proactively solve potential process or executional challenges.
- You will demonstrate ability to manage multiple customer accounts, projects and deadlines simultaneously.

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