Digital Customer Success Associate

Company: VMware, Inc.
Location: Austin
Posted on: June 10, 2021

Job Description:

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Job Description

Business Summary

VMware's Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere - whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional teamwork.

Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.

Job Role and Responsibility

We are looking for a Digital Customer Success Associate to deliver digital customer success to our Digital Workspace Solutions customers.

* Are you passionate about the customer experience?

* Do you enjoy analyzing customer data to develop targeted customer programs?

* Are you seeking to collaborate across different teams and customers?

* Do you thrive as part of new team and in a start-up style environment?

If this sounds like you, then you would be an ideal and welcomed addition! This role:

* Monitors and reviews customer engagement data for large customer segments across the VMware customer journey including product consumption & usage, web,email, support, and other sources.

* Manages in-coming customer e-mail responses, hosts follow up calls/1 to many virtual sessions.

* Creates Digital Customer Success Plays within Gainsight Journey Orchestrator.

* Manages Gainsight Cockpit triggers and Calls To Action (CTAs) executed through digital channels.

* Provides customer health insights & evaluates risk to customer renewal for their customer segment.

* Identifies trends in risks and blockers to product adoption, defines and executes remediation plays.

* Identifies opportunities for upsell & cross-sell.

* Become a Digital Workspace subject matter expert.

* Coordinates with appropriate VMware customer-facing teams and partners as appropriate including CSMs, Support, TAMs, PS, Renewal Sales, etc.

The role will require the ability to analyze customer data for a large volume of customers, providing insight on customer trends and coordinate responses across cross-functional teams. You will report to the team's manager as part of a small team. The position is fully remote and can be done anywhere in U.S.

Required Skills:

* Bachelor's Degree

* 5 years+ experience in customer success, technical account management, customer service, or customer marketing roles.

* Understanding of SaaS products and how Customer Successimproves product usage, customer health and retention.

* Strong data evaluation skills - the ability to extract insights and trends from various sources, communicate insights about customer segments and make recommendations to improve consumption, usage & customer health.

* Experience with VMwareend-user workplace technology.

* Strong focus on the customer experience.

Preferred Skills:

* Experience with Gainsight or a Customer Success platform is preferred.

* Familiarity with BI tools such as Tableau is a plus.

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.

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Keywords: VMware, Inc., Austin , Digital Customer Success Associate, Other , Austin, Texas