Customer Success Operations Business Partner - Opportunity for Working Remotely - VMWare : Job Details

**Our Company**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.At VMware, we lead by putting the customer at the center of everything we do. Now, we are preparing for the next evolution of VMware as an even more customer-centric, cloud-ready company by creating a unified Customer Experience and Success Team. This organization will help to take VMware to the next level of customer satisfaction and success through designed and reconciled winning customer experiences, programmatic success services, and laser-focused commitment to our customers.**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.This team is growing so we are looking to identify talent that will align with Customer Success offerings with Success 360 and our Technical Account Management (TAM) organizations.**Job Description**We are adding a Customer Success Business Partner, to help drive operational consistency and best practices in conjunction with VMware's specialist CS delivery teams. The mission of this new role is to build from the ground up a common – yet adaptable to the unique characteristics of each delivery team – framework to ensure organizational execution for TAM and also within CXS. This role will be a crucial member of our team as we centralize our Customer Success strategy and execution and look to drive operational effectiveness across the entire organization. This role reports to the Director of Customer Success Service Management.The ideal candidate is collaborative, data-driven, passionate about Customer Success, and proficient in building out new processes and procedures that make our business run smoother, quicker, and smarter while thriving in a complex environment. You will have the ability to combine operations acumen and analytical skills to help us get the most value for our customers across the portfolio. You will work with Customer Success delivery leaders, Franchise operations leaders, and Operations teams across VMware to form interlocks built on shared views of leading and lagging indicators triggering actions to increase adoption and/or mitigate risk.If you enjoy leading cross-functional efforts to solve complex problems, and designing programs that meet business requirements, then this growth opportunity is for you. Your ability to influence others and reach favorable outcomes is one of your greatest assets.**CS Operations Deliverables**+ Define and document respective roles and responsibilities among multiple customer-facing teams for managing risk, creating mitigation plans, and driving retention plays+ Design and help launch shared process, shared customer data, and a common set of standards to facilitate interlocks among these teams+ Define and manage the evolution and adoption of Gainsight to meet business needs. Fully leverage the Gainsight investment to support customer management processes. Interface into CS systems team+ Gather requirements for and design approaches for supporting a closed-loop process to share knowledge about customer risk or expansion opportunities+ Measure the direct impact of your work via shared KPI goals and definitions**What is in it for you?**+ You will be a key member of the VMware team that has built a rare business environment -- one of energy, creativity, collegiality, and collaboration+ You will join an atmosphere that is fun casual and inviting, in keeping with VMware's roots as a successful entrepreneurial start-up.+ You will have the opportunity to deliver impactful results to the Customer Experience and Success team while building your skill set and experience**Job Requirements**+ Drive alignment with cross-functional and cross-VMware teams to deliver key business results.+ Lead initiatives and projects aimed at addressing key strategic and operational challenges.+ Enable shared understanding of and visibility to critical metrics and insights measuring business performance+ Identify opportunities and drive initiatives for improving the effectiveness of Customer Success.+ Programs include: managing cross-franchise interlocks, enabling strategic business reviews at Customer Success Ops Council sessions, and building a foundation for unified communications**Experience Required**+ Highly experienced in Customer Success or Sales Operations functions with proven success in operations management in a global fast-growing hybrid SaaS software and technology environment. Cybersecurity software experience a plus+ 8-10 years professional experience in global s/w or technology brands, with at least 5 years in customer/sales operations management roles. Customer-facing functional management experience an advantage.+ Strong business acumen; an innovative customer operations practitioner with a strong customer-centric mindset, excellent program management skills, highly detail-oriented, experienced at managing teams and projects with highly effective stakeholder management skills+ Excellent oral and written communication and interpersonal skills, successful at coaching and developing others, working through others, and demonstrating the ability to achieve the full potential of team members+ Role models VMware's EPIC2 values and leads through our Leadership code**Qualifications**+ Advanced degree desired (Finance/MBA, MIS, Strategy or related discipline)+ Experience with Gainsight and other CS tools+ Intermediate/advanced Excel (+ ability to work with and extract insights from large datasets), Visio, and PowerPoint a must+ Professional services background is an advantageThis job requisition is not eligible for employment-based immigration sponsored by VMware.**Category :** Services and Consulting**Subcategory:** Solutions Architect**Experience:** Business Leadership**Full Time/ Part Time:** Full Time**Posted Date:** 2022-02-24VMware'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 mware.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.