VCF Support Account Manager (VCF SAM)

Job description

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Job Description:

The VMware Cloud Foundation (VCF) division enables organizations worldwide 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 benefits of 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, focuses on what can be best 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 support experience by advocating their requirements and priorities that drive sift resolution, and maximum uptime and removing 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 the 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 with the tools we use daily in Support, and start 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 and 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 customers.

You will also have 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 the 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: 

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 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.

Requirements:

Bachelor’s degree.

Relevant years of experience in lieu of a degree may be considered, plus 5+ years of related experience OR Master's plus 3 years.

Notes:

This is a full-time in-office position at the posted locations.

Must have legal authorization to work in the US.

R023498

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is$73,100 - $117,000.

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time.

The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer.

We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, 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.

Required Skill Profession

Information And Record Clerks