VCF Support Account Manager (VCF SAM)

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Job Description:

The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business critical and modern applications in a secure resilient and cost-efficient manner.

Together our bold group of technology professionals with diverse backgrounds spanning engineering products marketing partners professional services and global support services focuses on what can be best for the largest enterprises governments financial services healthcare manufacturing and educational institutions of the world.

The Elevator Pitch: Why will you enjoy this new opportunity

As a part of the Global VCF Support organization a VCF Support Account Manager (VCF SAM) is responsible for optimizing and personalizing our customers reactive and proactive support experience by advocating their requirements and priorities that drive sift resolution and maximum uptime and removing technical blockers. The role provides a unique opportunity to interact daily with top-tier strategic customer organizations from varied industries and allows you to have a significant impact on the customers experience and success. You will build strong relationships with the customer(s) and various internal teams with frequent collaboration across technical sales and operational teams to drive adoption and consumption of VCF and ensure that VMware by Broadcom is delivering overall best-in-class Support services.

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

Within the first 2 months you will complete onboarding build familiarity with the tools we use daily in Support and start to build relationships with key internal and external stakeholders. You will update and maintain an accurate record of your customers most important activities. You will begin to lead customer-first interactions like kickoff calls and support weekly/quarterly reviews with minimal oversight. You will also start working with customers to understand their VCF objectives and priorities and prepare to obtain a VCP certification before the end of 6 months.

Within the first 4 months you will have a good understanding of your customers product usage business use cases and technical architecture and build trust among internal teams and customers. You will also have consistent control of low to medium-level escalations and complete the quarterly trainings.

Within the first 6-9 months you will be comfortable being the customers technical liaison inside the support organization. You will have your VCP Certification in the first 6 months and 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 identify SR trends and create action plan(s) as required 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

You own and are responsible for driving our premier customers support experience. The type of work will include but not be limited to the following:

• Coordinate and lead recurring weekly/biweekly/monthly meetings with your customers to review their SR portfolio identifying status dependencies and prioritization. Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions priorities and sentiment for leadership perusal.

• Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolution.

• Act as the single point of contact for the management and escalation of all Support-related activities by partnering with Account Teams and TAM (where applicable). Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.

• 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.

• Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.

• Identify affected customer environments communicate and assist with the resolution of any VMware Security Advisories.

• Work with the Proactive Services team to identify potential issues in customer environments and communicate them to customers along with the impact and steps for resolution.

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

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

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 VCF Support organization with multiple years of experience in customer-facing roles. The team is proud of the unique model within Support that emphasizes 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 this role expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded.

Requirements:

Bachelors degree. Relevant years of experience in lieu of a degree may be considered plus 5 years of related experience OR Masters plus 3 years.

Notes:

This is a full-time in-office position at the posted locations.

Must have legal authorization to work in the US.

R023498

Additional Job Description:

Compensation and Benefits

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race color creed religion sex sexual orientation national origin citizenship disability status medical condition pregnancy protected veteran status or any other characteristic protected by federal state or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA please be sure to fill out a home address as this will be used for future correspondence.