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

Job Description and Requirements

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.

Basic requirements:

* 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

flexibility in working hours might be required

* 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