Customer Success Manager

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

As a Cloud Senior Customer Success Manager (CSM) in our Multi-Cloud team, you will be using some of the most innovative and disruptive technologies in the market today -Vmware Cloud Solution on AWS (VMC) being a prime example - to help our high-profile customers realize their desired business outcomes. You will be interacting with individuals at all levels of the organization, including senior leadership. You will be the trusted advisor for our customers and assisting them realizing their digital transformation or cloud strategy, including challenging customers to think in new and creative ways that enable them to maximize value. You will have the opportunity to grow professionally within the Customer Success practice in a high-growth business.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
- Within 3 months, you will be competent with VMware’s product offerings and value with focus on VMware Cloud Solution on AWS (VMC). Training and support will be delivered via self-study online and peer support in the team.
- You will work closely with Vmware colleagues in Sales, Solution Engineering, Customer Success to establish a working model to support our VMC customers.
- Within 6 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 12 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.

**The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**
- You will be using your SaaS knowledge and strong business acumen to understand customer’s roadmap and use cases and working closely with customers to achieve their desired business outcomes.
- Adopting a process-driven and problem-solving mindset to ensure customers achieve frictionless onboarding, adoption and consumption milestones.
- Leverage your prior experience in customer management to build long-term and trusted advisor relationships with customers.
- Meet with the necessary stakeholders from sales and account teams once the deal is booked to identify the customer’s deployment plan
- Conduct Monthly Service Reviews to proactively track progress against the Success Plan and monitor deployment velocity, consumption and proactively works towards addressing any blockers.
- Create success plans outlining customer’s business objectives and milestones.
- Generating upsell, cross sell and renewal opportunities.
- Conduct regular touchpoints to measure customer satisfaction, service consumption and progress.
- Proactively review customer consumption and health scores to derive actionable insights and remove blockers to help customers optimize their SaaS investment.
- Be voice of customer and accountable for the customers to progress open incidents and service requests, billing issues as needed.
- Build case studies and customer references for the service.
- Proactively review customer consumption and health scores to drive actionable insights to help customers optimize their SaaS investment
- Partner with Sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services

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

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. We like to blend all types of personalities, across generations and cultures and respect all educational nuances.

If you are as passionate about Customer Success as we are, we would love to have you on our growing #VMCapjCS team.

**Where is this role located?**

The location of this role is flexible within Sydney, Melbourne, Canberra or Brisbane Australia. We provide the technology and flexibility that enable you to work remotely or in Vmware offices.

**What are the benefits and perks of working at VMware?**
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
- Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
- Wellness reimbursement and online fitnes