Manager, Customer Success Hands-on Manager Sao - Sao Paulo, Brasil - VMware

Descrição

Before you apply, ask yourself
Do you "live and breathe" the VMware core stack of products?

Do you have experience both as an Individual Contributor (IC) and Team Lead?
Do you love being hands-on with VMware products but also seek the growth and challenge of people management?
Do you have proven experience with large/enterprise clients?


Manager - CS TAM | Hands-on Manager
You will work in a 50/50 capacity as both people manager and hands-on Technical Account Manager.

Therefore, this position will require someone who is targeting a supervisory role in the long term but is willing/able to also work hands-on consulting closely with customers too.

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Management (50%): You are part of our Customer Success Organization (CS) and will help to lead and coach a group of TAMs (Technical Account Manager) and their activity for top accounts within the Latin America. You will proactively innovate and mentor to accelerate impact of your team while ensuring key business and operational goals are met. You will establish collaborative relationships with other field teams to advance the interests of VMware customers and achieve mutual objectives. Finally, you will lead by example, demonstrating our EPIC2 values and supporting the personal growth and continuous development of your team.
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Technical Account Manager (50%): You are the customer's primary liaison into VMware and are accountable for identifying and directly addressing all business and technical issues impacting customer success. You will engage resources across the entire VMware organization (sales, product management, education, R&D, and support). You will actively expand adoption of VMware solutions by driving relationships at every level, both internally and externally, to influence positive change. In addition to the customer facing activities, TAMs report key account metrics and insight to VMware internal teams and contribute to TAM program development activities.


Responsibilities

• Lead and mentor a team of TAMs while simultaneously working as a handson TAM
• Accountable for business metrics including TAM bookings, revenue, margin, renewals, and utilization
• Ensure high customer CSAT and NPS are achieved
• Map VMware solutions to the customer's unique business and technical requirements to ensure strategic longterm value while functioning as a trusted advisor for "best practices" and drive adoption of VMware solutions within your assigned accounts
• Provide project leadership, coordination, and architectural guidance for the customer's major VMware initiatives
• Maintain highlevel technical knowledge of core VMware solutions and future product direction
• Manage and own contending requests across multiple client engagements
• Provide clear and constructive product feedback to VMware product management teams based on customer usecases and requirements
• Support customer business objectives by effectively bringing to bear TAM program deliverables

Required Skills & Experience

• 10+ years' experience with VMware's core stack of products
• 2+ years' experience as a Team Lead or fulfilling the duties therein
• 2+ years' experience in people management/supervisory role preferred
• Travel: Ability to travel up to 25% regionally (

NOTE:
The TAM team is distributed throughout the region you are supporting)

• Must have proven experience with enterpriselevel accounts
• Demonstrated ability to positively influence team productivity and thought leadership
• Experience negotiating and subcontracting professional services coupled with an understanding of consulting processes (project lifecycle, road map alignment)
• Passion for innovation and business growth
• Genuine interest in the success of others
• Operational precision
• Must have VMware Certified Professional Certification (VCP) (or be able to get it within 90 days)
• Education: BS/BA/MA/MS/MBA or demonstrated equivalent experience
• Business insight and problemsolving skills with the ability to influence change
• Validated technical background in at least one of the following areas: data center infrastructure, operating systems, desktop deployments, mobility, networking, security, system administration and technical architecture; preferably with industry certifications
• Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel
• Agile and able to adjust quickly to many different situations and challenges
• Effective at working independently and in a virtual team setting
• Strong organizational skills with the ability to handle contending client demands

VMware

Category :
Services and Consulting


Subcategory:
Technical Account Management


Experience:
Manager and Professional


Full Time/ Part Time:
Full Time


Posted Date:

VMware's Customer Experience and Success team is devoted to helping our customers realize outcomes everywher