Senior Manager, Customer Success Delivery Operations

VMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a brave new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering, and more safely consuming any application.  

Our Organization 

Are you ready to help transform an organization? So are we!  

Come join VMware’s rapidly expanding Customer Success Operations team as we pave the way for the even more customer-centric, cloud-ready, software-as-a-service company. 

By developing scalable Customer Success best practices via standardized frameworks and processes, we help enable a diverse group of Customer Success practitioners to deliver prescriptive, predictive, and proactive customer engagements; all aimed at driving customer value, customer health and consumption. 

Job Description 

The Senior Manager, Delivery Operations will partner with the Customer Success leaders and other stakeholders to design workflow that standardizes and scales the post-sale customer experience, serving as the Delivery Center of Excellence. They will build and maintain processes, deliverables and best practices for our CS teams to use across the post-sales customer journey – onboard, adopt/consume, optimize and expand/renew. They will be an amplifier of Customer Success best practices, possess strong problem-solving skills and thrive in a complex environment. 

Responsibilities 

• Design standard processes and deliverables to be used by the CS team during the customer journey 
• Drive business requirements for our supporting systems, namely Gainsight, with an emphasis on delivery consistency, efficiency and efficacy 
• Develop Gainsight Playbooks and Calls to Action (CTAs) to support our core, repeatable processes 
• Partner and collaborate with other Delivery managers in a shared environment for consistent end user experience 
• Train user teams on newly developed processes and methodologies 
• Provide regular and timely communication of project status and progress towards goals 

Required Qualifications 

• 12-15 years professional experience with at least 5-7 years on a Customer Success team, ideally in an Operations capacity, working in the SaaS software and technology space  
• Excellent oral and written communication skills  
• Strong stakeholder management and interpersonal skills  
• Ability to build consensus, create momentum, work cross-functionally with other departments and varying levels of management   
• Proven success in defining and documenting efficient and scalable solutions   
• Detail oriented, self-motivated and driven team player who can work with minimal supervision  
• Demonstrated agility to work in a fast-paced and ever-changing environment, prioritizing and meeting deadlines  
• Experienced with Gainsight, Excel, PowerPoint, Salesforce and able to adapt to new technologies  
• Models VMware’s EPIC2 values and leads through our Leadership code  

For positions located in Colorado: This position has a minimum base salary/OTE* which starts at $139,000. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. *Note: Disclosure of Colorado pay and benefits required per sb19-968 

VMware

Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world.  

At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careersm website: http://www.vmware.com/company/careers/life-at-vmware.html. We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity: http://www.vmware.com/company/careers/people-at-vmware.html

This job requisition is not eligible for employment-based immigration sponsored by VMware

Category : Client Support

Subcategory: Customer Support

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-09-03

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 team work. The 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.

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.