Visionary Cloud Customer Advocate

1 week ago

Melbourne, Victoria, Australia beBeeStrategic Full time $120,000 - $160,000
Cloud Strategic Customer Success Manager Role

About This Opportunity

As a Cloud Strategic Customer Success Manager in our Multi-Cloud team, you will be using some of the most innovative and disruptive technologies to help high-profile customers realize their desired business outcomes.

You will interact with individuals at all levels of the organization, including senior leadership, and be the trusted advisor for our customers. You will assist them in realizing their digital transformation or cloud strategy, challenging them to think in new and creative ways that enable them to maximize value.

Key Performance Outcomes

  • Within three months, you will be competent with VMware's product offerings and value with focus on VMware Cloud Solution on AWS (VMC).
  • You will work closely with Vmware colleagues in Sales, Solution Engineering, Customer Success to establish a working model to support our VMC customers.
  • Within six months, you will be participating in customer meetings, developing success plans, managing activities related to consumption of our products, and escalating any risks and issues to your management team.
  • Within twelve months, you would have built a strong relationship with your customers, become a strong customer advocate and have built a strong network of incredible colleagues in our regional and global organizations to drive desired business outcomes for our customers.

Your Work

You will use your SaaS knowledge and strong business acumen to understand customer's roadmap and use cases and work closely with customers to achieve their desired business outcomes.

You will adopt a process-driven and problem-solving mindset to ensure customers achieve frictionless onboarding, adoption and consumption milestones.

You will leverage your prior experience in customer management to build long-term and trusted advisor relationships with customers.

You will meet with necessary stakeholders from sales and account teams once the deal is booked to identify the customer's deployment plan.

You will conduct monthly service reviews to proactively track progress against the success plan and monitor deployment velocity, consumption, and proactively works towards addressing any blockers.

You will create success plans outlining customer's business objectives and milestones.

You will generate upsell, cross-sell, and renewal opportunities.

You will conduct regular touchpoints to measure customer satisfaction, service consumption, and progress.

You will proactively review customer consumption and health scores to derive actionable insights and remove blockers to help customers optimize their SaaS investment.

You will be the voice of customer and accountable for the customers to progress open incidents and service requests, billing issues as needed.

You will build case studies and customer references for the service.

You will partner with sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services.

Our Team Culture

This role is part of the Asia Pacific Multi-Cloud Customer Success team. We are a team passionate about helping our customers. We are also a people-oriented and diversified team: each and every one of us has our own personality and experience, an unique ingredient that we bring to the mix in a team where all flavours are safely considered.

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