Customer Success Manager VMware (APAC\APJ)
Dell EMC -
Cairo, EgyptPosted 5 years ago37People have clicked1 open position
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Job Description
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 investmentPartner 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.
Job Requirements
English Speaker is a must
- Demonstrated track record of successfully managing complex customer relationships preferable in cloud / SaaS company
- Excellent communication skills, including with internal and external stakeholders and all levels of management.
- Proven record of driving issues to resolution with great customer satisfaction
- Ability to manage multiple customer accounts, projects and deadlines simultaneously
- Strong interpersonal relationship building skills
- Willing to be a hands-on contributor and a proactive team player
- Ambitious and driven, thriving in a demanding and fast-paced environment
- 5+ years of customer success experience preferably in SaaS organization.
- 4-year degree required
- Ability to travel up to 30% as needed
Preferred Skills
- Experience in change management, decision making, planning, and process improvement/business transformation.
- Conversant with AWS services
- Previous experience using Salesforce and Gainsight platforms
- Proficient building professional presentation using PowerPoint