Senior Support Services Manager

Search JobsJob DescriptionThe Elevator Pitch: Why will you enjoy this new opportunity? As a part of the Global Support (GS) Team, your work as a Support Services Manager (SSM) will help advocate for an excellent customer support experience at VMware. The role provides you a unique opportunity to interact daily with top tier and most strategic customer organizations in technology, healthcare, finance, research, and government institutions.You will build strong relationships with customer and internal teams at VMware. In this role, you will collaborate regularly with Customer Success Executives, Technical Support Engineers, and Development teams to ensure that VMware is delivering overall best-in-class Support services. Every new job is an opportunity for growing your career. VMware is expanding rapidly in the virtualization, EUC and multi-cloud domains. You can be a part of our growth story as VMware is the only company perfectly positioned to provide the multi-cloud platform for all the applications our customers need to accelerate their business today, and in the future.Success in the Role: What are the performance outcomes over the first 3-12 months you will work toward completing?  Within your first three months, you will begin familiarizing yourself  with the business, your SSM role, responsibilities and available tools.You will have regularly shadowed your peers on customer calls and assist them with case follows ups, escalations, and SR reports generation.Within the first three months, you will have learned to maintain an accurate record of your customers’ most important activities, also begin familiarity of the tools we use daily in Support.You may run customer first interactions like Kickoff calls, support weekly/quarterly reviews with some to minimal oversight. By the end of your first 3 months, you’ll have obtained a VCTA certificateWithin the first 6 months, you will typically start working with anything from 1 - 15 customer accounts and regularly have a consistent control of low to medium level escalations, build trust among internal teams and customer.At the end of your first 6 months, you will have obtained a VCP certificateWithin the first 9-12 months, you will have the ability to proactively ensure that Support Requests (SRs) are driven to resolution without gaps, partner with technical & cross functional team on advanced-level escalations.As you continue your career growth, you will have committed too completing additional VCP certificates by the end of the fiscal year.The growth path for this role after the initial year will be towards focusing in on managing fewer, higher value,  accounts in greater technical depth, and building strong relationships with customer teams, acting as their named SPOC for their support experience.The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Please note, as a Sr. Support Services Manager, you will be an individual contributor, and this role has no direct reports.Run recurring weekly/biweekly/monthly meetings with your customers to review open SRs.Monitor SSM Mailbox, ensuring timely response to customer and Internal team queries and escalations, while owning communications on flagged issues until resolution.Maintain & update account related information like Account Health, latest customer actions, priorities, and temperature on a weekly / monthly basis.Act as single point of contact for the management and/or escalation of all Support-related activities by partnering with multiple Global Support teams, Customer Success, and our Product Development teams.Oversee and direct Support Requests to the proper resources and make use case information available to internal teams when necessary to assist with problem resolution.Partner with Technical teams on documenting and delivering formal root cause analyses as needed for critical customer situations.Partner with SE/TAM’s to deliver SR reports to customers monthly or as required.Occasionally assist Customer Success Executive with preparing data points like SR issue trends, corrective actions, training opportunities based on customer SR data for Business reviews.Work collaboratively within the SSM team to act as a backup SSM to other accounts and clients as required.Share feedback for continuous process improvements to management.Update Engagement records with latest customer actions, priorities, and temperature. Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience. Participate in Customer Success Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data. What skills, abilities and experience will make you successful in this role?Fluent/Bilingual in Spanish / English required.Previous experience as an Account Manager or similar preferredPrevious Technical Support Engineering or similar background preferred.Solid technical background in at least 2 of the following areas: data center infrastructure, operating systems, desktop deployments, mobility, networking, security, system administration and technical architecture; preferably with industry certificationsFamiliarity with CRM or incident tracking and management systems such as Salesforce, Siebel, Remedy, Clarify, Gainsight, etc.Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives.Strong analytical skills regarding technical and project management issuesStrong understanding of strategic sales processVCP: VMware Certified Professional 5.5 or greater certification preferred.What is the leadership like for this role? What is the structure and culture of the team like?The hiring manager for this role is a part of several Senior leaders in the Global Support - Support Services organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion.As a Support Services Manager, you can expect to be challenged daily to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance.Is this role Remote, Hybrid or Onsite?This role is considered to be Hybrid and will be a mix of working from the local Heredia, Costa Rica VMware office and remote depending on the arrangements determined with your future manager. You will be expected to live within a reasonable commute of the office, as up to two days per week in office may be required.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. Benefits include extensive PTO, Personal Time, Sick Time and Holidays, as well as company paid private insurance, wellness benefits, and much more! Explore the VMware Benefits page for additional details. www.benefits.vmware.com/cr#GlobalSupport#LI-EP1#LI-HybridVMware 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