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VMware Senior Manager, CS TAM Analytics & Insights in Boston, Massachusetts

Senior Manager, CS TAM Analytics & Insights

Job Description:

At VMware, we are transforming to be an even more customer-centric, cloud-ready company, which has resulted in a recently created and unified Customer Success (CS) Team. Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across VMware’s solution areas.

This requisition is to support the CS Business Operations & Insights team, whose mission is to deliver actionable data intelligence to our customer-facing partners about customer health, consumption, and retention.

As Senior Manager, CS TAM Analytics & Insights, you will be responsible for the foundational development of the BI and Analytics program for the TAM (Technical Account Manager) organization within Customer Success. You will design and supervise the implementation, maintenance, and continuous enhancement of an end-to-end data driven performance management and operational effectiveness measurement system. This foundational effort includes the development of tools to drive TAM field efficiency as well as defining best operational practices to implement data collection from TAM engagements with customers. The end result is delivery of high quality data, executive reporting, and insights related to CS TAM customers.

TAM Analytics & Insights Deliverables:

  • Enable the CS/TAM organization with on-demand customer and health insights based on trusted and high-quality data

  • Own, maintain, and gain buy-in from key stakeholders for CS TAM data vision / roadmap

  • Spearhead & own, from a business requirements perspective, the continued built-out of the CS TAM single source of truth repository for data collection, reporting and insights

  • Develop and optimize the delivery of CS TAM KPIs and insights—such as customer satisfaction, customer consumption, recurring revenue, and retention—for use by the CS TAM and other cross-functional teams globally

  • Support key aspects of the overall CS business rhythm, e.g., Quarterly, Monthly business reviews and executive performance reporting via measurement of focused inspection points

  • Provide guidance on how to implement system(s) of record (such as Gainsight, SFDC, surveys) as well as how to best source novel datasets to ensure customer engagement data is fit for purpose to drive reporting/insights/health scoring

  • Introduce advanced analytics and visualization to accelerate action and accountability. Track resulting outcomes

  • Provide proactive commentary and intelligence based on trends in customer Adoption, Consumption, and customer sentiment

  • Lead with a point of view and serve as strategic partner to CS TAMs & Delivery Leaders, CS TAM Business Operations, Portfolio Team, Product BUs, and the broader Customer Experience & Success (CXS) organization

What is in it for you?

  • You will be a key member of the VMware team that has built a rare business environment -- one of energy, creativity, collegiality and collaboration

  • You will join an atmosphere that is fun casual and inviting, in keeping with VMware's roots as a successful entrepreneurial start up

  • You will have the opportunity deliver impactful results to the Customer Success team while building your skillset and experience

Job Requirements:

  • Excellence in solving complex business problems

  • Passionate about using data, analytics and insights to drive Customer Lifetime Value

  • Proven ability to engage and collaborate with multiple stakeholders, driving action to decisions

  • Strong executive presence including oral, presentation and written communication skills

  • Integrity & Trust

  • Timely Decision Making

  • Business Acumen

  • Dealing with Ambiguity

  • Customer Focus

Experience Required:

  • 7+ years of related experience focused on data analytics, operations, and/or service delivery in a Technical Account Manager (TAM) environment

  • Experience leading the ideation, planning, and implementation of business decision support tools/analyses to enable more effective & actionable insights

  • Proven success in operational performance management in a global fast-growing hybrid SaaS software and technology environment

  • Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making

  • Ability to communicate with business owners from around the organization, creating strong partnerships with other teams without direct reporting lines

  • Ability to work under tight deadlines and prioritize multiple deliverables and responsibilities, while also leading or leveraging cross-functional teams, to deliver projects on time

  • Ability to think creatively and problem solve; highly-driven and self-motivated

  • Ability to thrive in a fast-paced, rapidly-changing environment and work under tight deadlines to prioritize multiple deliverables and responsibilities

  • Detail-oriented and able to maintain a high level of ownership and accuracy

  • Excellent oral and written communication and interpersonal skills

  • Role models VMware’s EPIC2 values and leads through our Leadership code

Qualifications:

  • Bachelor’s Degree required. Concentration in Computer Science, Business/Economics, Data Analytics (or equivalent job experience) is an advantage

  • 10+ years relevant work experience

  • Advanced Excel skills

  • Exposure to SFDC, BOBJ, PowerBI, and Tableau is advantageous

  • Big data experience (SQL, Python) is a plus

VMware

Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world.

At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.html . We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity: http://www.vmware.com/company/careers/people-at-vmware.html

This job requisition is not eligible for employment-based immigration sponsored by VMware

Category : Business Strategy and Operations

Subcategory: Business Operations Analyst

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-07-20

VMware’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional team work. The Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.

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.

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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