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VMware New Graduate - Customer Success Manager, EUC (July 2022) - Opportunity for Working Remotely in Boston, Massachusetts

The Elevator Pitch: Why will you enjoy this new opportunity?

Customer Success Managers serve a critical role in accelerating VMware’s SaaS growth by enabling a customer’s vision to become reality, and helping customers grow with our solutions. You will drive proactive and consultative interactions, predict problems before they become problems, and remove roadblocks to allow customers to successfully adopt and realize value from our products and technology. You will be your customer’s Sherpa: leading them on the path, enabling them to reach the next milestone, and providing them with a great experience while they are on their Digital Workspace journey. If you are passionate about building relationships, advocating for customers, anticipating and addressing issues, sharing your insights on new/better/easier ways of working, then you will feel right at home.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

  • The primary objective of this position is to understand a customer’s roadmap and use cases, then co-develop and manage success plans with customers and internal teams. You will work closely with a cross-functional VMware team, including Account Executives, Sales Specialists, Renewals Managers, Professional Services, Support, and Product Management. You will be accountable for net revenue retention, success planning, and health monitoring for your book of business.

  • You will meet with customers on a regular basis to proactively monitor deployment velocity, and drive resolution of deployment blockers by aligning appropriate resources and ensuring customers’ needs and challenges are communicated to all stakeholders. Additionally, you will track your customer’s health looking for predictive indicators of churn and take mitigating actions.

  • You will drive organic growth and expansion within assigned accounts through discovery and education activities to identify additional use cases, position new solution offerings, or expand to new business units, enabling customers to optimize their investment.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

  • Advise 25+ customers on product/process solutions to deployment blockers.

  • Demonstrate WS1 and Horizon features and functionality.

  • Create and maintain Success Plans and customer timelines in Gainsight.

  • Coordinate cross-functional teams to support customer business objectives.

  • Communicate customer trends, risks, and develop mitigation plans.

  • Accurately forecast license expansion, contraction, and churn.

  • Facilitate mutually beneficial outcomes between assigned customers and VMware.

  • Serve as an empathetic advocate to create customers for life.

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

The hiring manager for this role is Aubrie Cressaty, Manager, Customer Success in End User Computing. She built her expertise as a trusted advisor to customers over twelve years as a consultant, then six years as a Customer Success Manager and most recently managing a team of CSMs for the past year.

Aubrie’s management philosophy is about encouraging the team to problem-solve and do the right thing for their customers. Aubrie looks for people who can collaborate; build product, use-case, and industry expertise and apply that knowledge to influence customer decisions; gather good data to define a problem and set a course of action; and demonstrate reliability by executing on commitments.

Aubrie’s team works remotely from their home offices across the U.S., including in Georgia, Texas, and California. The broader EUC Customer Success team is made up of 100 CSMs across the globe.

Where is this role located?

Remote: This role is fully remote and can be done anywhere in the U.S.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com .

  • Employee Stock Purchase Plan

  • 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 fitness and wellbeing classes

This job requisition is not eligible for employment-based immigration sponsored by VMware.

This role is available to Bachelor-level New Graduates only. 'New Graduate' applies to those possessing a degree level requirement with a graduation date between May 2021 and May 2022.

Category : Sales

Subcategory: Services Sales

Experience: New Graduate

Full Time/ Part Time: Full Time

Posted Date: 2021-09-24

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.

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