As a Support Services Manager within Global Support, you will have the responsibility to manage and build the support relationship with some of our key Premier Support customers. You will be responsible for delivering an unparalleled support experience leveraging VMware solutions. You will work closely with our engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Develop excellent working relationships with the key individuals within your customer's operational team
Work closely and collaboratively with resources across the VMware organization including Account Teams, Sales and Solution Engineers
Maintain high-level technical knowledge of core VMware solutions and future product direction
Act as the single point of contact for the management of key customer and/or partner relationships and work alongside internal teams to ensure overall customer satisfaction on behalf of Global Support Services.
Facilitate the on boarding process of new accounts and manage access for users to the Premier Support contracts
Conduct regular weekly or bi-weekly operational meetings with the customer for case reviews to identify issue trends and opportunities for corrective actions. Provide recurring status reporting for: support requests, status updates, known issue reviews and upcoming projects
Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates.
Setup and manage the quarterly/annual operational reviews with the customer to discuss support trends and operating efficiencies
Manage the overall customer support experience including setting and managing customer expectations, driving prioritization and advocate on behalf of the customer for issue resolution within Global Support Services
Act as a first point of escalation for your customer, and collaborate with the Regional Escalation management team, Sales, Professional Services, Product Management to assign appropriate priority in driving complex escalations
Become intimately acquainted with the customers business requirements, technical needs, systems, environment and support history. Identify solutions, have oversight and direct support requests to the proper teams and make use case information available to GSS staff when necessary to assist in problem resolution
Work with VMware's engineering team to provide formal feedback for incidents, causes and resolutions
Assist the customer with support planning, upgrade and maintenance updates by providing recommendations and input on the customers implementation plan. Alerting GSS Staff of upcoming projects or after hour activity
and managing proactive support requests in relation to this
Provide early access to known issue fixes via beta program
Assist customers outside of normal business hours if required
Provide clear and constructive feedback to VMware support and program management teams based on customer experience and requirements
Coordinate onsite visits in conjunction with TAM, Account Team and GSS Management
Managing and updating the account document repository ensuring accuracy and completeness
B.S., B.A., degree preferred or equivalent experience.
Must be agile and able to adjust quickly to many different situations and challenges.
Excellent attention to detail and strong organizational skills with an ability to manage competing client demands
Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives.
Solid technical background in at least 2 of the following areas: data center infrastructure, operating systems, desktop deployments, mobility, networking, security, system administration and technical architecture; preferably with industry certifications
Must be a fast learner with the ability to explain technical concepts to a variety of audiences
Strong analytical skills regarding technical and project management issues
Strong understanding of strategic sales process
Ability to travel up to 30% (domestic & international)
VCP: VMware Certified Professional 5.5 or greater certification preferred.
Previous experience as an account manager preferred
This job requisition is not eligible for employment-based immigration sponsored by Vmware
This role is fully remote and can be done anywhere in USA
Category : Services and Consulting
Subcategory: Services and Consulting
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-09-23
Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the "best of the best" supporting business-critical applications in a virtual infrastructure. What's in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver
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.