Job Description:

[Job Purpose]

VCF Support Account Manager (VCF SAM) is responsible for providing account support services to our strategic/corporate customers and partners who have signed paid support contracts for VMware Cloud Foundation products and solutions. SAM is responsible for providing the best and quickest solutions to system outage and product issues that arise, based on a deep understanding of the customer's environment, as well as providing suggestions for improvements as a preventative measure.

To be successful in this role, you will be proactive, self-learning, have strong customer relations skills, in-depth technical problem solving skills, and a willingness to take on challenges.

[Responsivity]

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:

• Coordinate and lead recurring weekly/biweekly/monthly meetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization.  Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal.
• Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolutio
• Act as the single point of contact for the management and escalation of all Support-related activities by partnering with Account Teams and TAM (where applicable). Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.
• Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.
• Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.
• Identify affected customer environments, communicate, and assist with the resolution of any VMware Security Advisories.
• Work with the Proactive Services team to identify potential issues in customer environments and communicate them to customers along with the impact and steps for resolution.
• Document and deliver formal and informal root cause analyses as needed for critical customer situations.
• Participate in Executive Business reviews and provide details that identify issue trends, corrective actions, and training opportunities based on customer SR data.

[Qualifications]

• Experience in technical support or development, ability to operate Linux and Windows to some extent on your own.
• Ability to communicate with customers on a business basis.
• Ability to prepare technical reports and reports
• Understanding of customer reports and identifying problems through appropriate and effective questioning
• Ability to make accurate and appropriate judgments
• Ability to think logically and strategically
• Professionalism and professionalism
• Ability to leverage peers, mentors, knowledge bases, communities, and internal tools to find and provide the most effective solutions to customer issues

[Requirements]

• 5+ years related experience.
• Native level of Japanese
• Reading and writing level of English

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? 

During the 3-month period of employment, you will receive on-the-job training while acquiring basic knowledge of VCF products in general and SAM operations in particular and prepare to obtain a VCP certification before the end of 3 months.

We have a mentor system, and one senior member will be assigned to each mid-career hire as a mentor.

The mentor will be assigned to a client by himself/herself and handle each case from the end of the mentor's period of employment.

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.

Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization.

You will have 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.

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.

About VCF Division

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, our 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.

Senior Support Account Manager