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Senior Manager - Cloud Customer Success Team

Broomfield, Colorado

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Job ID R1902734 Date posted Feb. 25, 2019

We are looking for a Senior Manager to lead a team of highly motivated Cloud Customer Success Managers as they assist customers with accomplishing their use cases and achieve business value with VMware Cloud on AWS and our growing VMware Cloud Portfolio. This is an exciting opportunity to join the most disruptive software company on the planet as we lead customers along their hybrid cloud transformation.

Job Responsibilities

  • Work closely with the Senior Director of Customer Success to retain and grow our existing customer base, help define and implement strategic priorities across the team and communicate performance and impact to key stakeholders
  • Expand VMware’s sales in assigned customers by identifying and referring cross-sell/up-sell opportunities across the VMware Cloud portfolio
  • Manage a team of Customer Success professionals to achieve defined objectives
  • Advise on strategies to identify opportunities to further add value to existing customers
  • Develop a trusted advisor relationship with key customer stakeholders to ensure they are leveraging the solution to achieve full business value
  • Proactively grow the breadth and depth of strategic relationships within assigned customers
  • Ensure the Customer Success team closely manages and nurtures accounts to identify and eliminate risk of attrition
  • Partner with internal VMware stakeholders to align account activities with the customer’s use case and strategy
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal


  • 5+ years of experience in a Sales or Account Management role
  • 3+ years of experience directly managing an Account Management, Services or Support team
  • SaaS / Enterprise software industry experience strongly preferred
  • Previous experience leveraging and / or deploying VMware or AWS solutions preferred
  • VMware or AWS accreditation preferred
  • Salesforce and Gainsight experience is preferred
  • Well organized with strong time management and people management skills
  • Superior communication skills and the ability to collaborate with all levels of an organization
  • Excellent reporting skills with ability to not only gather the appropriate data, but also glean insight to improve the performance of the Customer Success team
  • Strategic thinker with excellent problem solving and analytical skills
  • Self-starter who can thrive in a fast-paced, dynamic environment
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