Senior Success Executive - Customer Success 360 (Greater China)

Senior Success Executive - Customer Success 360 (Greater China)

8-11 years
Not Specified

Job Description

Job Description :
Position Overview The Senior Customer Success Manager serves as trusted advisor, driving a cross-functional, unified customer experience for our customers during their transformational journey with VMWare. As such, this is a is a critical role in delivering the Success360 offering for enterprise customer by enabling customers to rapidly and successfully onboard, adopt and realize business value with harmonized digital and in-person engagements across the entire customer journey. This role will manage up to 5 customer accounts at a time. Job Responsibilities . Partner with customers to define desired business outcomes, focusing on maximizing value realization across the VMware portfolio . Develop joint Success Plan with customer, and align with Success pathway for customer to realize outcomes and activate capabilities delivered . Support customer in achieving onboarding and activation milestones and in driving product consumption . Establish ongoing cadence for account meetings with the customer, and orchestrate internal resources to progress toward achieving key milestones . Grow relationship with customer from client to advocate, and support advocacy efforts on behalf of VMware . Guiding customer along success pathways, and recommend accelerators where needed . Proactively monitor customer health, identify expansion opportunities and mitigate renewal risk . Identify opportunities to optimize customer's use of solution and remove any known inefficiencies in deployment of VMware solutions . Manage incident and account escalations, engaging and aligning appropriate resources to drive toward resolution . Anticipate future customer needs and proactively reach out to resources at VMware to address them . Grow relationship with customer from client to advocate, and support advocacy efforts on behalf of VMware Required Skills . 8+ years of customer success experience, in an enterprise software or SaaS organization, with a proven track record of successfully managing complex customer relationship in technology . Excellent understanding of VMware and associated technologies . Keeps track of business and technology trends seen in market and holds one or more industry certifications in areas of interest . Robust inter-personal skills and ability to build relationships with internal and client stakeholders (including business and up to C-suite) . Experience developing and driving business cases that outline value to customers . Develops best practices to identify and proactively solve potential process or executional challenges . Proven record of driving issues to resolution and advocated on behalf of the customer . Ability to manage multiple customer accounts, projects and deadlines simultaneously . Bachelor's Degree preferred Preferred Skills . Experience in change management, decision making, planning, and process/business transformation . Previous working experience with Gainsight and SalesForce a strong plus Must be fluent in English + Native Mandarin speaker / Cantonese is a plus Category : Sales Subcategory: Services Sales Experience: Business Leadership Full Time/ Part Time: Full Time Posted Date: 2021-07-21 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 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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