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

The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges.

As a Manager of Customer Success Operations, you will continue to develop your current skill set, while tackling the challenges that face a new and growing CS organization at VMware. This role will support the Carbon Black/Security Customer Success management team with data and insights to drive effective decision making in running the business. The role also extends to providing customer insights to CSMs directly. You will work cross-functionally with supporting delivery, systems, IT, data science, and compensation teams to support the Carbon Black Customer Success team in delivering a world-class customer experience

VMware is a publicly traded (NYSE: VMW), high-tech company that has become a critical business partner to the worlds biggest and brightest companies. VMware is undergoing a transformation to a SaaS/subscription business model seeking to unlock a new level of growth. As a member of the Customer Success organization, you will be right in the middle of that transformation.

What is the primary need, technical challenge, and/or problem you will be responsible for?

We are adding a Manager, Customer Success Operations to help drive operational consistency and best practices in conjunction with VMware’s specialist CS delivery teams. This role will be a crucial member of our team as we work toward centralizing our Customer Success strategy and execution and look to drive operational effectiveness across the entire organization. This role reports into the Director, WW Sales Operations, Carbon Black.

Success in the Role: What are the performance goals you will work toward completing?

• Within 30 days, you will become familiar with CS team structure and role in the organization, begin building partnerships with key supporting teams, learn basics of Carbon Black products, and develop familiarity with the current rhythm of the business. Additionally, you will begin understanding the variable compensation plan for the CS team.
• Within 90 days, you will begin improving operations by contributing to enhancements to system design (Gainsight), KPI “run the business” Tableau dashboard data enablement efforts, and variable compensation administration.
• Within 180 days, you will have an established rhythm of releases for new KPI dashboards and also Gainsight systems enhancements. You will be tackling new day-to-day operational challenges that arise and contribute your valuable insights and SME knowledge to the design of overall VMW CS best practices

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

• Work with business stakeholders and supporting teams to collect requirements for operational improvements or instrumenting new customer insights and subsequently bring those requirements to life in Gainsight, Tableau dashboards or web applications
• Assist the WW Customer Success Leader for Carbon Black with preparing MBR and QBR presentations by providing performance measures and insights from various dashboards and sources of data
• Work with business partners to continuously improve customer insights on ARR, customer consumption and customer health
• Contribute to the improvement of the customer health score
• Provide commissions finance team with results for variable compensation after each quarter
• Identify opportunities to improve operational efficiencies within the Customer Success organization using relational data
• Tell data-driven stories using industry-standard data visualization practices and tools
• Participate in special projects to drive business objectives and process standardization

The Customer Success Operations team is made of up versatile professionals who are willing and able to learn new technologies. With technology constantly evolving over time, we are committed to hiring those with an ambition to learn, strong analytical and problem-solving skills, adaptability, strong communication abilities and intellectual honesty. Patience, creativity, and a collaborative spirit also go a long way in this role.

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

Category : Business Strategy and Operations
Subcategory: Business Operations Analyst
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2023-04-04

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.

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