Support Services Manager

Search JobsJob DescriptionYour next adventure at VMware is only a click away!At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights. If you see a position that might be right for you, we encourage you to apply and continue to be a part of our EPIC2 community.Job 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. VMware provides a long-term benefit to expand your skills with annual education reimbursements, job rotation programs, subscriptions to online training platforms and employee networking groups.Success in the Role: What are the performance outcomes over the first 3-12 months you will work toward completing? Within the first three months, you will begin familiarizing with business, SSM roles &responsibilities,process, and tools as part of the successful onboarding.You will shadow your peers on customer calls and assist them with case follows ups, escalations, and SR reports generation.Obtain a VCTA certificate by end of 3 months.Within 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.You will maintain an accurate record of your customers’ most important activities. You may run customer first interactions like Kickoff calls, account onboarding, share SR reports on fortnightly / need basis with minimal oversight.Obtain a VCP certificate by end of 6 monthsWithin 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.Commit to complete additional VCP certificate by end of a fiscal year.The growth path for this role after the initial year will be towards focusing in on fewer, higher value,  accounts in greater technical depth, and building strong relationships with customer teams, acting as their named SPOC for their support experienceThe Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?Monitor SSM Mailbox , ensuring timely response to customer and Internal team queries and escalations, and owning communications on flagged issues until resolution.Maintain & update account related information like Account health, latest customer actions, priorities, and temperature on a weekly / fortnightly basis.Act as single point of contact for the management and/or escalation of all Support-related activities by partnering with GS, 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 team 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 fortnightly 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 as required.Share feedback for continuous process improvements to management.Where is this role located?Flexible: The location of this role is flexible within IND-Karnataka-Bangalore working in the EMEA time zone. Work will be done from an office some days during a week and other days from home.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 GS 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.In this role, expect to be challenged occasionally 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.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.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