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Director of Customer Success Managers – AMER Strategic Success Managers

The Elevator Pitch: Why will you enjoy this new opportunity?

At VMware, you’ll have the opportunity to make a huge impact while working alongside a global community of passionate people who are leading the way in cutting-edge technology. The Director of Customer Success Managers is responsible for ensuring the overall success of VMware/Carbon Black’s growing enterprise customer base in Americas. When you join our team as a Director of CSMs, you become a critical member of the Customer Success team in our organization. Without you, we are unable to ensure continued customer value!

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

• As a Director of Customer Success Managers, you hold the responsibility for ensuring the overall health of Carbon Black’s growing customer base in AMER by advocating for customer business needs within Carbon Black product management, sales, support, services, and engineering organizations.
• You will lead, coach, and develop a growing team of Customer Success Managers across our Strategic Success customers in the Americas region.
• You will use your understanding of enterprise software implementations and ongoing support within large and small IT departments to set and manage customer expectations, while continuing to highlight Carbon Black’s distinctive value proposition in the market.
• Within 30 days of employment, you will be able to successfully develop consultative relationships with key decisions makers within assigned enterprise accounts, and further elevate executive relationships. In doing this you will have the opportunity to capitalize on and grow your leadership skills and knowledge in cybersecurity.
• Within 60 days of employment, you will be able to think strategically about customer success and adapt your approach based on individual and evolving customer needs.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Lead a team of Strategic Customer Success Managers across our Americas region, focusing on overall customer health, product adoption, and ARR growth
• Use your proven management experience to provide leadership, coaching, and guidance to a team of Customer Success Managers that are responsible for our highest revenue customers at Carbon Black
• Collaborate with sales, support, engineering, and services teams to ensure that customers are healthy in their use of the products and any issues are addressed in a timely manner
• Review health dashboards for your responsible book of business; react nimbly and escalate issues and trends as required
• Provide forecasting on customer growth, as well as potential risks around churn and contraction
• Build strategic relationships with CISOs and other key security leaders of Carbon Black products
• Represent the voice of customers across America’s largest customer base to all cross-functional field and product teams.
• Partner with Regional Sales Representatives to discover, collaborate and close new and add-on business within your portfolio of accounts
• Foresee and forecast risk and implement mitigation strategies
• Travel 25 - 50% of the time

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is Andrew Wroblewski, Sr. Director – Carbon Black Customer Success. Andrew is maniacally focused on driving customer health across our Security Business Unit customers. He has been with VMware for 9+ years in a variety of post-sales account management / customer success roles across multiple businesses / products. Andrew’s management philosophy is based on the principles of “Servant Leadership,” putting the needs of the team first, and always acting as one team, and getting to the finish line together. “The most important part of any organization is the people. Great people make great organizations, and ensuring that your people are personally and professionally fulfilled is key to building any great organization.” – Andrew W.

Where is this role located?

Remote: this role is fully remote and can be done anywhere within the United States.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
• Wellness reimbursement and online fitness and wellbeing group classes

For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $169,000 - $403,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Services and Consulting
Subcategory: Customer Success
Experience: Business Leadership
Full Time/ Part Time: Full Time
Posted Date: 2023-05-16

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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