Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Cloud Customer Success Manager

Expired Job

Vmware, Inc. Broomfield , CO 80021

Posted 3 months ago

VMware is launching a Customer Success team to assist customers with our new SaaS offerings VMware Cloud on AWS and Cross Cloud Services. We are looking for a Cloud Customer Success Manager who thrives when supporting enterprise customers in a SaaS business model and who is an expert when it comes to onboarding, adoption, expansion and retention motions. You will have the opportunity to build strong relationships with technical admins right up to senior leadership by creating custom success plans and delivering QBRs remotely or onsite as needed. You can help build our CSM practice while assisting customers in achieving their business outcomes with some of the most disruptive technologies on the market. We would love to have you on the team.

Job Responsibilities

Customer Value Realization

  • Primary responsibility for understanding customer's roadmap and use cases, becoming a trusted advisor to assist them realizing their on-prem or cloud strategy including challenging customers to think in new and creative ways that enable them to maximize value.

  • Manage assigned customers and serve as the first line of contact, post-sales and prior to production.

  • Proactively Identify risks to the customer achieving their stated business goals and work with the product team to build a risk mitigation plan.

Customer Champion and Advocate

  • Ensure customer needs and challenges are communicated and understood by Executives and functional teams.

  • Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders

  • Anticipate future customer needs and proactively reach out to resources at VMware to address them

Health Monitoring

  • Meet with customers on a regular basis to proactively 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

  • Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions

  • Conduct periodic touchpoints to measure customer satisfaction and product deployment levels

  • Monitor Customer Health Score in CS platform

Adoption and Customer Retention

  • Share customer feedback with BUs and R&D for product development

  • Gather case studies and identify customer references.

  • Proactively review 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.

  • Help to identify, generate and facilitate additional revenue leads and share with the account team.

  • Drive organic growth and expansion within assigned accounts

  • Lead upsell efforts by identifying additional use cases and positioning new solution offerings to clients

Basic requirements:

  • Demonstrated track record of successfully managing complex customer relationships in a technology service industry

  • Excellent communication skills, including with internal and external stakeholders and all levels of management.

  • Proven record of driving issues to resolution with great customer satisfaction

  • Ability to manage multiple customer accounts, projects and deadlines simultaneously

  • Strong interpersonal relationship building skills

  • Willing to be a hands-on contributor and a proactive team player

  • Ambitious and driven, thriving in a demanding and fast-paced environment

  • 5+ years of customer success experience preferably in SaaS organization.

  • 4-year degree required

  • Ability to travel up to 30% as needed

Preferred Skills

  • Experience in change management, decision making, planning, and process improvement/business transformation.

  • Previous customer success experience in a SaaS organization

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager

Derive Systems

Posted 3 weeks ago

VIEW JOBS 12/24/2018 12:00:00 AM 2019-03-24T00:00 At Derive Systems, we believe that our team is our greatest asset in achieving future success. We are looking for an experienced Customer Success Manager to join our Customer Success Team. This role will serve as a strong partner between our product team and customer accounts and will focus on customer on-boarding and issue resolution. As an integral role for our team, the Customer Success Manager is part of our customers' journeys from day one as they adopt and implement our Enterprise fleet management solutions. A positive demeanor, analytical thinker and results-driven mindset will do best in this role. Responsibilities: * Serve as point of contact for assigned Enterprise customers for day-to-day onboarding management * Translate client requirements to the various internal and external stakeholders * Hold the responsibility of managing customer on-boarding for any new Enterprise customers or existing customers that have added products/services to their account * Work existing accounts strategically to positively impact customer retention, on-going account success and account expansion * Create and execute effective success plans to streamline organizational adoptions and expansion of our Enterprise product. * Meet or exceed monthly quotas for renewals * Become an expert on our solution and the benefits it delivers across various industries and personas * Build and foster relationships across the account and be an evangelist of the Derive Enterprise Solution * Utilize internal account management systems to monitor, update and report on status of accounts * Develop and deliver Executive Business Reviews on assigned accounts to Senior Leaders or Enterprise Sales Team Requirements: * 5+ years of program management and onboarding experience, ideally within the fleet-management industry * Superior relationship building and customer service skills * Team-player attitude that is eager to work across the company to get things done for the team and for the customer * Experience delivering multiple, complex concurrent projects that effectively utilize technology solutions * Experience with Smartsheets a plus * Exceptional written and oral communication skills Derive Systems Broomfield CO

Cloud Customer Success Manager

Expired Job

Vmware, Inc.