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VMware Sr. Director, vRealize Customer Success - Opportunity for Working Remotely in Boston, Massachusetts

Customer Success engages with customers of all types to understand and accelerate the realization of their business outcomes through the successful adoption of VMWare software and services. We create customers for life by cultivating key relationships through continuous engagement, focusing on delivering positive business outcomes and ensuring a seamless customer experience.

VMware is looking for a Sr. Director to lead our Customer Success organization for our vRealize Cloud Management (https://www.vmware.com/ca/products/vrealize-cloud-management.html) business unit and drive best in class levels of adoption and value realization for customers. The role will manage our global Customer Success Manager team.

The ideal leader will have senior leadership experience leading Customer Success in a Subscription and SaaS environment. We are looking for someone who has shown evidence in strategic vision with execution results, critical thinking, partnership in a matrix environment and a show of decisiveness to drive to business results and customer outcomes.

You Will:

  • Communicate the value proposition for the vRealize Cloud platform and understand how it can be applied to address specific customer needs across geographies and vertical markets.

  • Be responsible for delivering high net and gross revenue retention rate, reduced customer churn, high software adoption, and high customer satisfaction/net promoter scores for our SaaS platform.

  • Manage the customer experience - from sales handoff through post-sales on-boarding and adoption - for Direct and Partner customers.

  • Be a customer advocate to ensure the right priority and technical resources are being applied to maximize customer success activities, including working closely with the global customer support and product management teams.

  • Partner closely with the sales organization to drive new sales, renew contracts, minimize customer churn, and maximize revenue expansion.

  • Work closely with partners to enable their success, as well as explore additional opportunities for joint value creation between vRealize Cloud, partners, and customers.

  • Develop strategic programs and practices to influence future revenue potential through higher product adoption and customer satisfaction during the onboarding process.

  • Research, develop and apply best practices to improve and keep customer engagement fresh.

  • Define and implement necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness.

You Have:

  • Minimum of 15 years experience both as an individual contributor and a leader in customer-facing organizations in a Subscription/SaaS software company.

  • 5+ years of Director + Level leadership experience, including transformative leadership

  • Senior Global leadership experience managing a team size of at least 100 people

  • Managing at least a 250 million ARR business with global exposure

  • Experience with modern customer success processes, strategies, and tools. Gainsight experience preferred.

  • Experience with the sales and delivery of paid service offerings, and revenue management.

  • Demonstrated ability to recruit/build/retain teams and implement new business process.

  • Proven track record of success in a fast-growing and scaling business.

  • Ability to manage and influence through persuasion

  • Ideally combined background of post-sale and sales experience

  • Strong empathy for customers

  • Deep understanding of value drivers in recurring revenue business models

  • Comfort level working in a metric-driven environment, including reporting on and improving business performance against a set of monthly KPIs and metrics.

  • Excellent collaboration and relationship-building skills, including with internal and external stakeholders at Sr. levels of management

  • Bachelor’s Degree required; MBA preferred

Where is this role located?

Remote: this role is fully remote and can be done anywhere in the United States of America.

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

Due to the Biden Administration issuing an Executive Order (EO) that effectively mandates COVID-19 vaccination for all U.S. based employees of federal contractors and subcontractors, all U.S. based VMware employees will be required to have their final vaccination dose (e.g., second dose of Pfizer or Moderna, or single dose of J&J) by January 4, 2022. Specifically, this means that all U.S. based VMware employees will need to be fully vaccinated by January 18th, 2022, or by their first date of employment if after that date, subject to legally required accommodations.

Category : Sales

Subcategory: Services Sales

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-10-04

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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