Staff Customer Success Specialist Engineer

**The Elevator Pitch: Why will you enjoy this new opportunity?**

Are you the go-to person for IT practitioners, developers, leaders, and executives at globally recognized companies trying to solve real problems?

Do you not just own the book on VMware’s products, but have also considered writing one yourself?

Does mentoring and coaching others on how to help organizations achieve their business objectives using the latest technology inspire you?

If it does, we have the perfect job opportunity for you

As a Staff Customer Success Specialist Engineer (CSSE), you will serve as a trusted advisor on VMware Aria Suite (formerly vRealize) products. Not just for your customers - but for your teammates as well. You will help drive adoption and consumption of the products using every tool at your disposal. You know the pixels and clicks, the APIs and the commands, and the tips and tricks customers need to get the most out of the Aria portfolio. Using your top-notch technical, communication, and collaboration skills you help your customers and your teammates’ customers achieve their full potential through the adoption of VMware's technology.

Upon joining the VMware Aria Suite CSSE team, you will have the opportunity to bring your authentic self to work and use your skills to make an impact and drive change for our customers, products, and company. You will play a critical role in guiding enterprise customers by enabling them to quickly and successfully activate, onboard, and consume the products they purchased. You will also help them realize business value by providing technical guidance across their entire customer journey.

But that’s not all. As a Staff CSSE, your teammates will look to you for guidance on practical solutions and clever workarounds. You don’t just know the products - you’ve used them for years

In the CSSE role, no day is the same, and you will never be bored You will interact regularly with your assigned customers and will be able to make a real impact on their success as a business. CSSEs find nothing more satisfying than being challenged and being able to turn challenges into positive outcomes. You will be able to manage your schedule and priorities to help your customers achieve their goals and, at the same time, maintain a great work/life balance.

You will also be able to create a long-term relationship with your assigned customers while developing an understanding of the customer’s technical goals as they align with their business goals and the overall impact of VMware’s solutions on business results.

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

Immediately, you will begin a 4-week+ Onboarding Program where you will:

- Review the fundamentals of Customer Success at VMware
- Get the latest updates on each of the main VMware Aria products, including Aria Operations, Aria Automation, Aria Operations for Logs, and Aria Operations for Networks
- Familiarize yourself with the tools and systems used to help VMware customers achieve their business objectives

Within your first 6 months you will:

- Be introduced to and build strong relationships with a portfolio of assigned strategic customers
- Shadow calls with other CSSEs and begin to over recommendations for their customers
- Study for and obtain your VMware Certified Professional (VCP) certification, if not already held

Within your first year you will:

- Study for and obtain your VMware Certified Advanced Professional (VCAP) certification, with a concentration in either Deploy or Design, if not already held
- Present at least 1 session at either VMware’s internal engineering conference (RADIO) or VMware Explore

On an ongoing basis you will:

- Consult with and advocate for Aria Suite CSSE customers as you forge strong relationships to ensure they are getting the most from their VMware Aria product investment and are fully utilizing the products to create a positive customer experience
- Be evaluated by the overall health and satisfaction of your customers as well as the level of adoption and consumption of the VMware Aria products
- Help set strategic direction, continual improvement of operations and processes and coordinate across globally complex organizations
- Tackle complex architectures and manage major transformational initiatives to accelerate your customers along their Multi-Cloud Maturity journey
- Be expected to use best practices to drive standardization and efficiencies across your customer base to ensure full value realization
- Partner with colleagues in Customer Success Management, Support, Training, Product, Engineering, and Professional Services to ensure all customer needs are met
- Address, evaluate and ultimately resolve technical issues / questions for your customers, leveraging available resources when warranted
- Regularly be evaluated based on the strength and success of both internal and external partnerships
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