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AUS-Pitt St Senior Digital Customer Success Manager APJ Job at PayPal
**Senior** **Customer Success Manager** **,** **Commercial (Digital)** **APJ**
In Swahili, ’tanzu’ means the growing branch of a tree. In Japanese, ’tansu’ refers to a modular form of cabinetry. At VMware, Tanzu represents our growing portfolio of solutions to help you build, run, and manage modern apps. We help customers develop cloud-native apps and maintain existing apps side-by-side, on the same enterprise-grade platform on any cloud.
Ready to build? So are we! Join VMware’s exciting new Tanzu team, made up of products and services under the Tanzu portfolio to help customers build, run, and manage their most valuable 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.
If you have strong problem-solving abilities, are able to work both at high and low levels of detail, have experience architecting large scale enterprise applications, and have exceptional communication skills, then this is the role for you.
**Roles and responsibilities**
+ The Commercial/Digital CSM motion is a new muscle in the Tanzu CSM organization, aimed at creating and implementing programmatic customer engagement touchpoints for the APJ VMware Tanzu business. The role will deliver account management coverage for accounts without a dedicated Customer Success Manager. The approach is 1:many, typically averaging 30-50 Accounts.
+ With Customers deriving value from using our products & services as a start-point, the outcome is to establish a consistent engagement rhythm with these Accounts, leading to renewals & growth. This includes Customers recognizing the value of, and are maximizing their investments in the platform, removing any roadblocks and uncovering through structured programmatic interactions, new opportunities to bring them to the next level of success with VMware Tanzu.
+ The role starts with building a strong foundation. This includes identifying and defining opportunities to solidify the Customer Lifecycle Management process, delivering the necessary assets and structure needed to land customer engagement programs at scale through the use of digital tools. The Voice of Customers (VoC) captured will be analysed and translated into timely, actionable customer insights.
+ Outcomes expected include and are not limited to the following key results:
+ Driving platform adoption and consumption through App modernization
+ Line of sight to retention risks
+ Actionable remediation of customer issues
+ Achievement of renewal targets
+ New opportunities to grow metrics
+ Customer Health Score & Net Promoter Scores (NPS) improvements
+ You will drive disciplined conversations with key regional and local cross-team stakeholders to secure the necessary buy-in to be set up for success.
+ You will establish partnerships to create, evangelize, and execute on the plan & drive metric achievements
+ You will be responsible for measuring, tracking and reviewing defined success metrics and reporting to senior stakeholders as part of the rhythm of the business
+ You are flexible and willing to perform varying duties depending on the shifting needs of the company
+ Minimum 10 years in a customer success, digital, business, or transformation role with significant prior experience in driving engagement and usage of a digital-oriented product or service, preferably in a SaaS/PaaS environment
+ Track record of success in leading transformation and change management projects with excellent influencing skills to drive projects forward, gain buy-in and iterate on feedback
+ Demonstrated ability to develop strong cross-team partnerships through building business cases and aligning on core priorities
+ Very strong in hands-on execution and ability to drive tight project management
+ Strong verbal, written communication and presentation skills
+ Accountable, proactive and thoughtful with high attention to detail and strategic problem solving
+ Effectively work internally and externally to address, manage and resolve escalations independently
+ Enjoy working in a dynamic, fast-paced environment
**Besides English, bilngual capabilities in Japanese, and other language is an important plus**
**Category :** Sales
**Subcategory:** Services Sales
**Experience:** Manager and Professional
**Full Time/ Part Time:** Full Time
**Posted Date:** 2021-03-30
Sales: VMware’s Sales team focuses on two primary goals: helping customers solve their biggest business problems and hitting our bookings targets to keep our company growing and strong. We begin by forging deep relationships with our customers, so we can truly understand their business challenges and opportunities. We help drive their digital transformation by bringing VMware solutions that provide the speed, agility, and efficiency needed to compete and grow in the Internet economy. We also try to make the world a better place by hosting and participating in community activities. Are you inspired by the chance to solve your customers’ biggest challenges? You can make that kind of difference with VMware’s portfolio of industry-leading solutions. Join our team, and you can grow your career and share in the success of an industry pioneer that’s turning companies into truly digital enterprises.
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.More information on this Job
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