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EUC Associate Customer Success Manager

Location Singapore, Singapore
Posted 10-September-2021
Description

POSITION OVERVIEW
The Customer Success Manager drivesproactivecustomer interactions resulting in a higherrate of productconsumption.As such, this is a is a critical role in accelerating VMware'sgrowth inSoftware-as-a-Service(SaaS) software business by enabling customers to rapidlyand successfully adopt our advanced products and technology and realize business value. As a Customer Success Manager (CSM) you will provide unrivaled product knowledge andproven skills to help large organizations streamline deployment and improve operations oftheir End User Computing platform (Workspace ONE, Mobility, Horizon) as part of theirDigital Workspace journey.RESPONSIBILITIES
Collaborate with cross-functional VMware teams which could consist of VMware pre-sales architects, engineers, product management and support staff.Contribute in workshops, designs and drive adoption of VMware solutions.Develop use cases into high-quality solutions in your specialist area.Discuss Customer objectives, use cases, milestones with CSMs and senior members of your team.Maintain current, high-level technical knowledge of the entire VMware product line and advanced level knowledge of your specialist area.
Customer Value RealizationUnderstand Customers roadmap and use cases, build relationship to be a trusted advisor to assist them realizing their cloud strategy.Manage assigned customers and serve as the first line of contact, post-sales and prior to production.Identify risks to the customer achieving their stated business goals and collaborate with cross-fuctional teams to identify and create a risk mitigation plan.Undertake discovery and education activities to identify potential opportunities for EUC product usage.Ensure customers needs and challenges are communicated and understood by Project Owners and functional teams.Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders.Be able to identify future customer needs and proactively reach out to resources at VMware to address them.
Health MonitoringMeet with customers to monitor deployment velocity and work towards addressing any deployment blockers.Create a Customer Success Plan that tracks milestones and measure progress against the same.Proactively take actions for customers below threshold health score.Conduct periodic touchpoints to measure customer satisfaction and product deployment levels.Monitor Customer Health Score in CS platform.
Adoption and Customer RetentionReview customer consumption and billing to help customers optimize their investment.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.Share customer feedback with BUs and R&D for product development.Help to identify, generate and facilitate additional revenue leads and share with the account team.What we want from you
We are looking for conscientious and responsible individuals who can build on our successful track record and come with us on the next stage of our journey.A desire to learn how to help our customers get the best value out of their technology investment.Good documentation skills.Adaptable and progressive learner with the ability to explain technical concepts.Ability to work independently and work collaboratively in a team environment.Ability to communicate well and provide ideas, concepts and accurate information to customers in a pro-active, clear and concise way.Why Choose VMware
Make an impact on your career path grow professionally and personally by accessing our in-house learning & development opportunities & education assistance program.Voice your creative solutions to new and existing problems and watch them become initiatives.Thrive in a unique work environment where the emphasis reflects our values of Execution, Passion, Integrity, Customers and Community.Earn a competitive compensation package with performance-based bonuses and increases, a generous benefits package that really takes care of your needs and unexpected perks that make working here fun!
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

 
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