Digital Customer Success Associate - Opportunity for Working Remotely
Primary Location: Atlanta,GA
Austin,Texas,USA; Atlanta,GA,USA; Atlanta,GA,USA; Austin,TX,USA; Austin,TX,USA; Atlanta,Georgia,USA;
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 aDigital Customer Success Associateto deliver digital customer successtoour Digital Workspace Solutionscustomers.
Are you passionate aboutthe customer experience?
Do you enjoy analyzing customer data to develop targeted customerprograms?
Are you seekingtocollaborateacross different teamsand customers?
Do youthrive aspart ofnew team andin astart-up style environment?
If this sounds like you, then you would be an idealand welcomedaddition!This role:
Monitors and reviews customer engagement dataforlarge customer segmentsacross theVMwarecustomer journey including product consumption& usage, web,email,support,and other sources.
Manages in-coming customer e-mail responses,hosts follow up calls/1 to manyvirtualsessions.
Creates Digital Customer Success Plays within Gainsight Journey Orchestrator.
Manages Gainsight Cockpittriggers and CallsToAction (CTAs)executed through digitalchannels.
Provides customer health insights & evaluates risk to customer renewal for theircustomer segment.
Identifies trends in risksandblockers to product adoption, defines and executes remediation plays.
Identifies opportunities for upsell & cross-sell.
Become a Digital Workspace subject matter expert.
Coordinateswith appropriate VMware customer-facing teams and partners as appropriate including CSMs, Support, TAMs, PS, Renewal Sales, etc.
The role will require the ability toanalyze 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'smanageras part of asmall team. The position isfully remote and can be done anywhere inU.S.
5 years+ experience incustomer success,technical account management,customer service,orcustomermarketingroles.
Understandingof 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 improveconsumption,usage & customer health.
Experience with VMwareend-user workplace technology.
Strong focus on the customer experience.
Experience withGainsight oraCustomerSuccessplatformis preferred.
Familiarity with BI tools such as Tableau is a plus.
Category : Business Strategy and Operations
Subcategory: Business Process
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-04-28
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.
Equal Employment Opportunity Statement: 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. Job ID: R2104763