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CUSTOMER SUCCESS MANAGER | CARBON BLACK

The Elevator Pitch: Why will you enjoy this new opportunity?

As a member of the Customer Success Team, you will be working with an amazing group of empathetic, customer-centric people, who are focused on ensuring that our customers are getting the greatest value from their investment in our products. Your primary focus will be to own consistent customer engagement through quarterly cadence calls, developed success plans, and executive business reviews. This role will give you the ability to develop consultative relationships with key decisions makers and further elevate executive relationships.

Success in the Role:

Ensure the overall success for VMware, Carbon Black’s growing customer base.

Within the first 6-12 months you will:

• Become familiar with the fundamental capabilities and functionalities of VMware/Carbon Black products
• Gain knowledge of the customer journey and health engagement meters each customer is measured on
• Be assigned a portfolio of 38 small and medium sized customers within a given geographic region
• Be introduced to many cross functional teams and learn how each team works with the Customer Success organization

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Responsible for overall customer success and health for a portfolio of VMware, Carbon Black’s commercial sized customers, ensuring that customers achieve a target security posture and get maximum value out of the products
• Partner with the Regional and Inside Sales Representatives to discover, collaborate and close new and add-on business within the portfolio of accounts
• Review health dashboard and performs a strong Customer Operating Rhythm for maintaining the customer’s investment
• Collaborate with the support and engineering teams to ensure that customers are healthy in their use of the products and any issues are addressed in a timely manner
• Guide, position, and support VMware, Security Carbon Black’s Services Team in successful customer projects

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 Shawna Sacca, Senior Manager leading the Commercial Customer Success Team for the Security Business Unit. Under her there are 10 CSM’s and one Manager with diverse skillsets and backgrounds. She has been with the Carbon Black for 8 years.

The team is distributed across different parts of the US. Some of the team works from the Boston area, while other members work from California, Denver, New York City, and DC. The team follows a dynamic, open culture at work and encourages cross functional collaboration amongst one another.

Where is this role located?

Remote: this role is fully remote and can be done anywhere in the United States.

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
• Wellness reimbursement and online fitness and wellbeing group classes

For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $91,000 - $206,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Services and Consulting
Subcategory: Customer Success
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-05-11

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.