Job Description

Posting Title:

Technical Customer Success Manager, SEA

Internal Title:

Technical Customer Success Manager, SEA

Business Summary

Ready to build? So are we. Join VMware’s Tanzu team, made up of products and services under the Tanzu portfolio to help customers build, run, and manage their most important applications. We build applications with velocity to run in a cloud-native environment, run open-source Kubernetes with consistency, and manage our customer’s entire footprint with confidence to help them achieve their business outcomes.

Job Overview

VMware Tanzu is seeking a Technical Customer Success Manager (CSM), SEA to drive a program of sustained success and renewal for customer accounts across SEA. The Customer Success Manager owns the Customer Lifecycle for a defined set of customers, each with their own identified CSM engagement motion. This typically begins with product/services implementation & customer onboarding, through enablement, usage, adoption to renewals achievement, with the ambitious goal of retaining customers for life. Strong technical acumen spanning across design, build, and production facilitating the removal of blockers to consumption & adoption, as well as sharp business acumen helping customers achieve long-term business outcomes, are the strong suits this role brings.

A successful Technical CSM builds impactful relationships and is highly skilled at identifying the customer’s technological needs necessary to drive the business outcomes they desire, achieving the trusted technical advisor and customer advocate statuses with key contact points. The Technical CSM owns and works closely with VMware Sales Teams in designing and executing customer success plans to ensure customer’s business objectives are met through their investments in VMware Tanzu products & services, and carry accountability for customer renewals, expansion & customer health.

“Customers for life” is the ultimate goal. This individual is a problem solver and a highly motivated, strategic thinker who can guide, inspire, coach, and mentor customers & colleagues, but who is also capable and willing to get deeply involved in day-to-day (at times, mundane) tasks.

Roles & Responsibilities:

• Own and drive the adoption and consumption of the Tanzu software offerings. Leverage customer-side & internal stakeholder partnerships to scale.
• Be the advisor for technical integration and technological innovation in customer engagements and with key internal stakeholders.
  • A strong voice/advocate to drive customer requirements with product and engineering teams, ensuring the full understanding of the technical implications of their software/services through the eyes of our customers.
  • A credible technical leader to guide customers through their digital transformation requirements & business outcomes through the Tanzu software offerings.
• Partner with Services teams to jointly develop services plans, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
• Project-manage critical support escalation to ensure business impacting issues are organized and resolved as quickly as possible
• Amplify the Voice of the Customer within VMware, representing the customers’ technical & non-technical interests, generating insights, removing obstacles, and influencing engineering roadmaps.
• Synthesize disparate observations and data to provide an objective assessment of account health, and proactively take action to improve account health score as part of the renewal strategy.
• Deliver customers to the contract renewal cycle in a successful state by owning the renewals process to maximize customer retention & satisfaction.
• Demonstrate active and visible leadership with the stakeholders that own the sales region’s KPIs, coaching them as necessary on strategies and activities that support customer success.
• Help grow account references & advocacy by maintaining high levels of customer success and satisfaction.
• The CSM holds accountability to the renewal numbers assigned to his/her sales territory/region and the accurate forecasting of their attainment.

Experience, Skills & Qualifications:

• Master or Bachelor’s degree in Business Administration, Computer Science, Software Engineering, Information Technology, Engineering Data Science/ML/AI or similar
• 10+ years of professional experience including technology consultancy, customer support delivery, product strategy, business leadership, technical sales, or a current Customer Success practitioner.
• English language proficiency at a professional level, both spoken & written. Proficiency in other SEA-relevant languages (e.g. Bahasa, Thai) a big plus.
• Certification in one or more of the following technologies an advantage: Azure/AWS/Google Cloud, Containers, Databases, Big Data, Data Science/ML/AI
• Ability to translate and communicate technical concepts into business value to business stakeholders, up to and including executive leadership. Experience as a technical advisor in Customer-facing roles a benefit.
• Experience in software development, including languages, systems and frameworks, for example, Spring/Java, Ruby/Rails, Go, messaging (RabbitMQ/AMQP, JMS), RDBMS, NoSQL and Hadoop
• Understands cloud application design principles
• Experience with continuous integration/deployment technologies like Jenkins, Concourse, GoCD, CircleCI, Artifactory and Github/Gitlab
• Knowledge of modern software build tools such as Maven, Gradle and Bundler
• Understands agile software delivery principles
• Keeps abreast of software development/architecture trends and new best practices
• Knowledge of PaaS offerings such as Cloud Foundry, Azure Service Fabric, Heroku, Elastic Beanstalk etc
• Application development and administration experience on Linux and Windows-based systems.
• Deep technical acumen must be coupled with sharp business acumen
• Ability to thrive working under deadlines and multiple projects
• Collaboration and effectiveness working in a cross-practice forum
• Demonstrated willingness to work with ambiguity and aggressively learn new things
• As comfortable presenting at public events such as technology conferences & workshops as to C levels
• Enjoys working directly with customers, partners or third-party developers.
• Able and willing to travel as the job requires.

Location: Singapore or Jakarta

Category : Sales
Subcategory: Services Sales
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2022-04-29

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.

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