(EGY) Cloud Customer Success Desk Specialist (Asso…

Job Description
  • **Customer Success Desk Specialist (Associate level )**

    **Job Description**

    VMware is looking for a Cloud Customer Success Specialist who thrives in a fast-paced environment and brings experience supporting enterprise customers in a SaaS business model. We seek an expert when it comes to onboarding, upgrading and migrating cloud services/hosts. Customer Success specialists will manage communications and scheduling projects with very strategic customers as well as a number of SMEs. In this role, you will have the opportunity to collaborate and partner with individuals at all levels of the organization, up to an including senior leadership. You will be instrumental in building our Customer Success Management practice while assisting high profile strategic customers realize their desired business outcomes; and you will do with some of the most disruptive technologies on the market today, with VMware Cloud on AWS being a prime example. If you are as passionate about Customer Success as we are, we would love to have you on our growing team.

    **Job Responsibilities**

    **Adoption and Customer Retention:**

    + Assisting customers with creating subscriptions and deploying multiple cloud services including but not limited to VMC-on-AWS

    + Properly escalating unresolved issues to the next level of support

    + Scheduling upgrades\migrations and deployment events with customers and internal teams

    + Managing communication on multiple channels between internal resources and customers

    + Share customers’ feedback on VMware products/services with product managers to enhance products/services

    + Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition

    + Documenting major customers’ events and incidents on multiple systems (Saleforce.com, Gainsight, et.) so that internal team work on corrective actions

    **Customer Value Realization:**

    + Ensure customer needs and challenges are communicated and documented properly

    + Providing first level contact and convey information to strategic customers

    + Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources

    + Anticipate future customer needs and proactively reach out to resources at VMware to address them

    **Health Monitoring:**

    + Proactively take actions for customers below threshold health score

    + Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions

    + Conduct periodic touchpoints to measure customer satisfaction and product deployment levels

    + Participate in monitoring Customer Health Score in customer success platform

    **Basic Requirements** **:**

    + 2 to 4 years of customer facing experience preferably in SaaS organization

    + Basic understanding of some of the following technologies:

    + VMC-on-AWS

    + Different types of data storage

    + Operating Systems Knowledge (Windows, Linux , UNIX) would be an added advantage

    + Networking, VPNs and internet protocols, including TCP/IP, DNS, DHCP, NTP, Syslog, SMTP, HTTP, and distributed networks

    + Track record of successfully managing complex customer relationships in a technology service industry

    + Ability to manage multiple customer accounts, projects and deadlines simultaneously

    + University degree required preferably in IT

    + Native-like English. (spoken and written) + fluency in another European language (preferably Portuguese and Spanish) is a clear advantage

    + High flexibility working on rotational shifts around the clock and week days based on business needs

    + Excellent communication skills, including with internal and external stakeholders and all levels of management

    + Strong interpersonal relationship building skills

    + Willing to be a hands-on contributor and a proactive team player

    **Working hours/days**

    + 40 hours per week.

    + Fixed shifts (4pm to 12:30am);Weekends (Saturdays and Sundays)

    + Rotational 24/7 shift based upon business need

    + Working from home very high flexibility

    **Category :** Sales

    **Subcategory:** Services Sales

    **Experience:** Manager and Professional

    **Full Time/ Part Time:** Full Time

    **Posted Date:** 2021-03-05

    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.


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