Staff Customer Success Specialist Engineer

Search JobsJob DescriptionThe Elevator Pitch: Why will you enjoy this new opportunity?    Are you the go-to person for IT practitioners, developers, leaders, and executives at globally recognized companies trying to solve real problems?Do you not just own the book on VMware’s products, but have also considered writing one yourself?  Does mentoring and coaching others on how to help organizations achieve their business objectives using the latest technology inspire you?If it does, we have the perfect job opportunity for you!As a Staff Customer Success Specialist Engineer (CSSE), you will serve as a trusted advisor on VMware Aria Suite (formerly vRealize) products.  Not just for your customers – but for your teammates as well.  You will help drive adoption and consumption of the products using every tool at your disposal.  You know the pixels and clicks, the APIs and the commands, and the tips and tricks customers need to get the most out of the Aria portfolio.  Using your top-notch technical, communication, and collaboration skills you help your customers and your teammates’ customers achieve their full potential through the adoption of VMware's technology.Upon joining the VMware Aria Suite CSSE team, you will have the opportunity to bring your authentic self to work and use your skills to make an impact and drive change for our customers, products, and company.  You will play a critical role in guiding enterprise customers by enabling them to quickly and successfully activate, onboard, and consume the products they purchased.  You will also help them realize business value by providing technical guidance across their entire customer journey.But that’s not all.  As a Staff CSSE, your teammates will look to you for guidance on practical solutions and clever workarounds.  You don’t just know the products – you’ve used them for years!In the CSSE role, no day is the same, and you will never be bored!  You will interact regularly with your assigned customers and will be able to make a real impact on their success as a business.  CSSEs find nothing more satisfying than being challenged and being able to turn challenges into positive outcomes.  You will be able to manage your schedule and priorities to help your customers achieve their goals and, at the same time, maintain a great work/life balance. You will also be able to create a long-term relationship with your assigned customers while developing an understanding of the customer’s technical goals as they align with their business goals and the overall impact of VMware’s solutions on business results.Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?     Immediately, you will begin a 4-week+ Onboarding Program where you will:Review the fundamentals of Customer Success at VMwareGet the latest updates on each of the main VMware Aria products, including Aria Operations, Aria Automation, Aria Operations for Logs, and Aria Operations for NetworksFamiliarize yourself with the tools and systems used to help VMware customers achieve their business objectivesWithin your first 6 months you will:Be introduced to and build strong relationships with a portfolio of assigned strategic customersShadow calls with other CSSEs and begin to over recommendations for their customersStudy for and obtain your VMware Certified Professional (VCP) certification, if not already heldJoin one of the existing Aria Suite Ambassador programs as a product subject matter expertWithin your first year you will:Study for and obtain your VMware Certified Advanced Professional (VCAP) certification, with a concentration in either Deploy or Design, if not already heldPresent at least 1 session at either VMware’s internal engineering conference (RADIO) or VMware ExploreOn an ongoing basis you will:  Consult with and advocate for Aria Suite CSSE customers as you forge strong relationships to ensure they are getting the most from their VMware Aria product investment and are fully utilizing the products to create a positive customer experienceBe evaluated by the overall health and satisfaction of your customers as well as the level of adoption and consumption of the VMware Aria productsHelp set strategic direction, continual improvement of operations and processes and coordinate across globally complex organizationsTackle complex architectures and manage major transformational initiatives to accelerate your customers along their Multi-Cloud Maturity journeyBe expected to use best practices to drive standardization and efficiencies across your customer base to ensure full value realization  Partner with colleagues in Customer Success Management, Support, Training, Product, Engineering, and Professional Services to ensure all customer needs are metAddress, evaluate and ultimately resolve technical issues / questions for your customers, leveraging available resources when warranted  Regularly be evaluated based on the strength and success of both internal and external partnershipsStreamline efficient execution of industry best practice strategies and enterprise-wide plans with disciplined strategic planning, management, and oversightAdvance adoption of VMware Aria products across regional and global teams by creating a well-communicated onboarding plan, encouraging enterprise-wide collaboration, and providing frequent assessments and reporting of results against common goals What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?   As part of VMware’s world-class Customer Success organization, you will:  Immerse yourself in public cloud, multi-cloud, hybrid cloud, private cloud, FinOps, DevOps, SecOps, networking and IT industry best practices to serve as a strategic partner for your customersUtilize your VMware Aria Suite product domain expertise to serve as a trusted technical advisor and account managerCollect and analyze customer data to identify trends, advance adoption, and create a positive customer experienceBe a primary point of contact for tech-related questions and coordination of issue management and problem resolutionAct as a customer advocate and convey customer requirements, feature requests, feedback, etc. to Product Management and Executive LeadershipOversee and lead customer onboarding, strategic planning, consultative services, and product demonstrations on new features and servicesUse your experience integrating SaaS and On-Prem solutions as you work with customers to demonstrate how VMware vRealize products will acclimate seamlessly into their environments, both public and private cloudThe individual hired for this role  MUST be available to support customers in the AMER Region and be able to travel occasionally (restrictions permitting) for on-site customer and internal team meetings.What is the leadership like for this role? What is the structure and culture of the team like?    The senior leaders in the Customer Success organization have extensive industry and product-specific expertise as well as long tenures at VMware.  The CSSE leadership team embraces that change is constant, and feedback is always welcome.  They understand that diverse thinking drives innovation and are committed to your continued professional development. The global CSSE team is being built from the ground up and will be made up of versatile professionals who are willing and able to learn new technologies.  As an early member of the VMware Aria Suite (formerly vRealize) CSSE organization, you will help us continue to write the book on technical customer success best practices.  With technology constantly evolving over time, we are committed to hiring those with an ambition to learn, strong analytical and problem-solving skills, adaptability, strong communication abilities and intellectual honesty.  A great sense of humor, creativity, and a collaborative spirit also go a long way in this role.  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 benefits.vmware.com.Medical Coverage, Retirement, and Parental Leave Plans for All Family TypesGenerous Personal and Medical Leave Programs40 hours of paid time to volunteer in your communityDollar-for-dollar matching to charitable organizations through the VMware Foundation, subject to annual limitsRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities Financial contributions to your ongoing development (conference participation, trainings, certifications, course work, etc.) ​Corporate discount programHealthy and local inspired snacks in all our pantriesThis job requisition is not eligible for employment-based immigration sponsored by VMware VMwareOur 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 VMware#LI-HD1For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $199,000 - $358,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.This 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