Staff Support Account Manager

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Job Description:

VCF Support Account Manager (VCF SAM)

This is not a sales or business development role.

The VMware Cloud Foundation (VCF) division enables organizations around the world to run their business critical and modern applications in a secure, resilient, and cost-efficient manner.

With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few of the benefits from having a private cloud infrastructure powered by VMware Cloud Foundation.

Together, our bold group of technology professionals with diverse backgrounds – spanning engineering, products, marketing, partners, professional services, and global support services – is focusing on what can be for the largest enterprises, governments, financial services, healthcare, manufacturing and educational institutions of the world. 

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

As a part of the Global VCF Support organization, a VCF Support Account Manager (VCF SAM) is responsible for optimizing and personalizing our customer’s reactive and proactive technical support experience, by advocating their requirements and priorities that drives sift resolution, maximum uptime and removes technical blockers. The role provides a unique opportunity to interact daily with top tier, strategic customer organizations from varied industries and allows you to have a significant impact on the customers’ experience and success. You will build strong relationships with customer(s) and various internal teams, with frequent collaboration across technical, sales and operational teams to drive adoption and consumption of VCF and ensure that VMware by Broadcom is delivering overall best in-class Support services.

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

Within the first 2 months, you will complete onboarding, build familiarity of the tools we use daily in Support and will have started to build relationships with key internal and external stakeholders. You will update and maintain an accurate record of your customers’ most important activities. You will begin to lead customer first interactions like kickoff calls, support weekly/quarterly reviews with minimal oversight. You will also start working with customers to understand their VCF objectives and priorities, and prepare to obtain a VCP certification before the end of 6 months. 

Within the first 4 months, you will have a good understanding of your customer’s product usage, business use cases, and technical architecture, and build trust among internal teams and customer. You will also have a consistent control of low to medium level escalations and complete the quarterly trainings.

Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization. You will have your VCP Certification in first 6 months and have the ability to: proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, identify SR trends and create action plan(s) as required, and increase customer confidence in our platform and Support delivery. 

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

You own and are responsible for driving our premier customers’ support experience. The type of work will include but not be limited to the following: 

Coordinate and lead recurring weekly/biweekly/monthly meetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization. Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal. 

Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolution.

Act as single point of contact for the management and escalation of all Support-related activities by partnering with Account Teams and TAM (where applicable). Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally. 

Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.

Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and it’s components. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations

mendations and answers to informal customer questions.

Identify affected customer environments, communicate, and assist with the resolution for any VMware Security Advisories. 

Work with the Proactive Services team to identify potential issues in customer environments and communicate it to customer along with the impact and steps for resolution. 

Document and deliver formal and informal technical root cause analyses as needed for critical customer situations.

Participate in Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data.

Participate in mentoring, coaching and hiring for SAMs. Lead initiatives from time to time on subjects to improve overall SAM delivery. Assist junior SAMs in their management of critical escalations. 

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 a part of several Senior leaders in the VCF Support organization with multiple years of experience in customer facing roles. The team is proud of the unique model within Support that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion. In this role, expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded. 

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.