Senior Support Services Manager

***Note that this role is an individual contributor. ****

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

As a part of the Global Support (GS) Team, your work as a Support Services Manager (SSM) will help advocate for an excellent customer support experience at VMware. The role provides you a unique opportunity to interact daily with top tier and most strategic customer organizations in technology, healthcare, finance, research, and government institutions. You will build strong relationships with customer and internal teams at VMware. In this role, you will collaborate regularly with Customer Success Executives, Technical Support Engineers, and Development teams to ensure that VMware is delivering overall best in-class Support services.

Every new job is an opportunity for growing your career. VMware is expanding rapidly in the virtualization, EUC and multi-cloud domains. You can be a part of our growth story as VMware is the only company perfectly positioned to provide the multi-cloud platform for all the applications our customers need to accelerate their business today, and in the future. VMware provides a long-term benefit to expand your skills with annual education reimbursements, job rotation programs, subscriptions to online training platforms and employee networking groups.

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

Within the first three months, you will be comfortable maintaining an accurate record of your customers’ most important activities, have a good familiarity of the tools we use daily in Support. You may run customer first interactions like Kickoff calls, support weekly/quarterly reviews with minimal oversight.

Within the first 6 months, you will regularly have a consistent control of low to medium level escalations, build trust among internal teams and customer, complete 10-hour quarterly training in time, and commit to finishing a VCTA or VCP by end of a fiscal year.

Within the first 9-12 months, you will have the ability to proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, and increase customer confidence in our platform and Support delivery.

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

Run recurring weekly/biweekly/monthly meetings with your customers to review open SRs. Run idle and custom reports for extra insights. Update Engagement records with latest customer actions, priorities, and temperature.

Act as single point of contact for the management and/or escalation of all Support-related activities by partnering with GS, Customer Success, and our Product Development teams.

Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.

Participate in Customer Success Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data.

Oversee and direct Support Requests to the proper resources and make use case information available to internal teams when necessary to assist with problem resolution.

Document and deliver formal root cause analyses as needed for critical customer situations.

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 a part of several Senior leaders in the GS organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion.

In this role, expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance.

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-01-24

Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment - one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

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.