Customer Success Manager (VMWare) - EMEA Working Hours-German, Italian, Spanish-Language

The Cloud Customer Success Manager (CSM) is the primary role responsible for driving customer adoption and expansion of VMware’ s software as a service offerings. The CSM will work with the customer to translate their use cases into success plans that are designed expedite value realization with the service. By acting as the customer’s primary point of contact for their subscription investment the CSM will address and remediate all questions or concerns related to the service thereby supporting increased consumption and health scores.

Job Responsibilities

Customer Value Realization

• Primary responsibility for understanding customer’s project roadmap and desired use cases, becoming a trusted advisor to assist them realizing their cloud strategy including challenging customers to think in new and creative ways that enable them to maximize service value.
• Manage assigned customers and serve as the first line of contact, post-sales and prior to production.
• Proactively Identify risks to the customer achieving their stated business goals and work with cross functional teams (Support, Product Management and Engineering) to build a risk mitigation plan.
• Customer Champion and Advocate
• Ensure customers’ needs and challenges are communicated and understood by Executives and functional teams.
• Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders
• Anticipate future customer needs and proactively reach out to resources at VMware to address them
• Health Monitoring
• Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.
• Create a Customer Success Plan that tracks milestones and measure progress against the same
• Proactively take actions for customers below threshold health score
• Leverage service feature and consumption analytics to identifying predictive indicators of churn and take mitigating actions
• Conduct regular customer touchpoints and quarter business reviews to measure customer satisfaction and service consumption levels
• Monitor Customer Health Score in CS platform
• Adoption and Customer Retention
• Share customer feedback with Product Management and Engineering for service feature development
• Gather case studies and identify customers who can be converted into a reference for the service.
• Proactively review customer consumption and billing to help customers optimize their SaaS investment
• Partner with Sales to identify cross sell leads for customers who may benefit from additional services.
• Drive organic growth and expansion within assigned accounts and provide Sales with upsell opportunities
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.