Customer Success Technical Account Manager

2 days ago

Canberra, Australia VMware Full time

**Customer Success Technical Account Manager**

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

Does helping Federal Government organisations achieve their business goals through the usage of technology inspire you? If it does, we have the perfect job opportunity for you

As a Technical Account Manager (TAM), you will have the pleasure of using both your technical and your communication and collaboration skills to help our customers achieve their full potential through the adoption of VMware's technology.

In the TAM role, no day is the same and you will never be bored You will interact daily with your assigned customers and will be able to make a real impact in their success as a business. TAMs find nothing more satisfying than being challenged and being able to turn challenges into positive outcomes. You will be able to manage your own schedule and priorities to help our customers achieve their goals and at the same time, maintain a great work/life balance. You will 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 to their business goals and overall impact of VMware’s solutions on business results.

**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 TAM role and work with your assigned customers.
- The first thing that you will achieve is completing a well-organized five-week onboarding plan that will be prepared for you
- You will continue developing & maintaining deep technical knowledge & skills for a given VMware technology area.
- Three months after engaging with your customers, you will be able to articulate their long-term and short-term goals and how they connect to the bigger picture of their business — identifying the gaps that need to be resolved and working on a structured engagement plan with the customer.
- You will establish a long-term relationship with your customers
- You will partner with your customers to accelerate their desired outcomes through best practice guidance that enables rapid deployments and adoption of VMware technologies
- You will educate your customers on emerging technologies and align their technical roadmaps with VMware’s
- Between six to eleven months from your joining date, you will be able to present your achievements using the internal tools and deliverables that we will provide to you.
- You will provide project leadership, coordination, and architectural guidance for the customer’s major VMware initiatives.
- You will serve as an advocate for your customer(s), providing clear and constructive product feedback to VMware product management teams based on customer use-cases and requirements.
- If not already certified, you will aim to achieve your VCP (VMware Certified Professional) to help you achieve your goals and objectives.

**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 Customer Success TAM team, you will be working for a long-term period with a number of assigned and strategic Federal customers. The activities performed are all aligned with a single purpose, to help our customers achieve their desired outcomes while using VMware technology. By helping our customers, we will also help drive the adoption and consumption of the VMware technologies the customer has purchased.

The number of customers will vary depending on which tier of service the customer purchases. You will also be collaborating with the broader VMware account team and specialists as you perform the following:

- Leverage a TAM playbook, delivery kits, and tools, which you will use to help guide your customer through the following activities:

- Deliver technology roadmaps & assessments that provide next step and outcome-focused plans
- Provide Solution Guidance & best practices review to identify performance optimization opportunities
- Optimize Operations to confirm activities are aligned with stated technology goals & priorities
- Provide Industry insights and benchmarking to realize cost savings and reduce operational risk
- You will use your organizational and planning skills to keep track of your customer's plans, adjusting as needed, and driving them to completion.
- You will help VMware to create ‘customers for life’ by collaborating with our Customer Success, Global Support, Education, Professional Services, Development, and Sales teams
- all to make sure that we drive outcome-focused value to our customers.
- You will be AGSVA NV1 security cleared.

**What is the leadership like for this role? What is the structure and culture of the team like?**

The CS TAM team is focused on outcomes, not just activity, helping our customers to consume their VMware solutions and to gain value from their partnership with VMware. We are critical to the success of

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