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This is an exciting opportunity to join the VMWare Customer Success team, as a Global Practice Leader, helping define Customer Success delivery practices and enablement to drive a world-class customer experience: Significant impact: As a Customer Success Global Delivery Practice Leader (GPL), you will be defining the delivery practices and processes for VMware’s Customer Success organization (Success 360, TAM, and Franchise Customer Success teams)Focus on customers: This role is dedicated to ensuring exceptional customer experience and retention through proactive Customer SuccessCollaborative and supportive environment: You will work closely with cross-functional teams to develop and implement best practices, providing opportunities to collaborate and build relationships across the organization.·Professional growth: With opportunities to develop and implement new delivery practices, and define innovative, world-class customer success, as well as to stay up-to-date on industry trends, this role provides ample opportunities for professional growth. Overall, this role offers the opportunity to make a significant impact, work collaboratively, focus on customer satisfaction, and grow professionally in a supportive team environment.Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As the Customer Success Practice Leader, there are several performance outcomes that could be targeted over the first 6-12 months: Develop and implement new Customer Success engagement / delivery models, and aligned delivery practices and processes; measured through improvement in both employee and customer satisfactionEstablish training programs: Create and implement training programs to ensure that all Customer Success members are up-to-date on the latest delivery practices and techniques; measured through deployment of the training plan·SME coaching circles: Host and coordinate SME pods to both coach and/or gather feedback on various initiatives; a measurable outcome would be the cadence of the community leading to improvement in delivery practices The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? As the Customer Success Global Practice Leader (GPL), this person will be responsible for defining and implementing delivery practices and processes to ensure exceptional customer experience and retention. The work will involve: Analyzing field and/or customer feedback, leveraging your own knowledge and experience with Customer Success, and understanding industry trends to identify areas for improvement, and capturing input/collaborating with cross-functional teams; develop a roadmap for implementing new delivery practices & processes Maintaining and/or contributing to the best practices repository, new hire onboarding guides, delivery templates and resources. Developing and implementing training programs to ensure consistent delivery of exceptional customer success outcomes. Working closely with the field for feedback and coaching, establishing relevant SME communities, and facilitating dialogue and learning. Working with Professional Services Product Management (aka Portfolio team) on refining offer and deliverables Working with our tools and technology teams to provide business requirements for Customer Success systems and tooling needs. Overall, the work will involve a mix of strategic planning, collaboration with cross-functional teams, development of training programs, and building relationships with the field. The goal will be to continuously improve the customer experience and ensure that our delivery practices and processes align with industry best practices.What is the leadership like for this role? What is the structure and culture of the team like? As a member of the VMW Customer Success Practice Leadership team, you will report to the Senior Director of Customer Success Practice Leadership and work alongside a team of dedicated Global Practice Leaders. These leaders share a passion for developing a world-class Customer Success program and prioritize VMware's EPIC2 values and customer-centric mindset. In addition, you will collaborate with Customer Success field leadership and Subject Matter Experts, as well as with various departments across VMW.Where is this role located?Remote: This role is fully remote, allowing you the flexibility to work from the location you feel most productive and comfortable, or the location agreed upon with your hiring manager. You will be expected to live within a number of time zones from your team as defined by your business.What are the benefits and perks of working at VMware?You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.Medical Coverage, Retirement, and Parental Leave Plans for All Family TypesGenerous Time Off Programs40 hours of paid time to volunteer in your communityRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilitiesFinancial contributions to your ongoing development (conference participation, trainings, course work, etc.)Wellness reimbursement and online fitness and wellbeing classesVMwareOur 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.htmlThis job requisition is not eligible for employment-based immigration sponsorship by VMwareThis job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.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. Search Jobs
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