Customer Success Manager

Job Title

Customer Success Manager

Job Scope

The Senior Customer Success Manager (Technical Adoption Manager, TAM) partners with customers to achieve their business goals by effectively using VMware technologies. The TAM manages customer engagements throughout the lifecycle, ensuring successful onboarding, adoption, and optimization while providing strategic guidance on technology roadmaps. The role focuses on building long-term relationships, accelerating customers' desired outcomes, and driving value through VMware's multi-cloud solutions.

Main Duties and Responsibilities

• Establish a long-term relationship with your customers.
• Partner with customers and align business objectives with VMware’s technology roadmap, offering strategic technical guidance and solution recommendations.
• Manage the customer adoption lifecycle, identifying potential risks and challenges, and provide solutions for a seamless technology deployment experience.
• Collaborate with support, engineering, and consulting teams to resolve customer issues and enhance the post-sales experience.
• Develop and iterate on a customer success framework that delivers measurable business and technical outcomes.
• Provide insight from customer data to internal stakeholders for appropriate actions and decisions.
• Identify and understand customers at-risk and gaps that can hinder overall implementation, rollout, and/or adoption of the solution.
• Manage the ongoing post-sales experience with priority customers, managing both the IT line of business and key customer stakeholders.
• Address escalated service issues, ensuring prompt resolution and customer feedback follow-up.
• Track and respond to customer suggestions, preparing reports and actionable recommendations for improvement.
• Continuously refine processes to enhance performance, efficiency, and customer satisfaction based on metrics and feedback.

Position Requirements

Education

Bachelor's degree in a relevant field, such as Business Administration, Computer Science, or Information Technology.

Experience

• Minimum of 7 years of experience in customer success, technical account management, or a related field.
• Experience with VMware products, such as vSphere, Aria Suite, vSAN, NSX, Tanzu, and VMware Cloud Foundation.
• VMware Certified Professional (VCP) certification is highly desirable.
• Strong interpersonal and communication skills with a delivery-focused mindset.