Cloud Support Account Manager

2 weeks ago


Bengaluru, Karnataka, India Broadcom Inc. Full time

Company Overview

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Broadcom Inc. is a leading technology company that enables organizations to run their business-critical and modern applications in a secure, resilient, and cost-efficient manner.

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About the Role

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We are seeking a highly skilled Cloud Support Account Manager - Technical Liaison to join our team. As a key member of our Global VCF Support organization, you will be responsible for optimizing and personalizing our customer's reactive and proactive technical support experience.

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Job Description

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The successful candidate will own and drive our premier customers' support experience by coordinating and leading recurring weekly/biweekly/monthly meetings with customers to review their SR portfolio, identifying status, dependencies, and prioritization.

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Additionally, you will:

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  • 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 resolution">
  • Act as 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 for any VMware Security Advisories">
  • Work with the Proactive Services team to identify potential issues in customer environments and communicate it to customer along with the impact and steps for resolution">
  • Document and deliver formal and informal technical root cause analyses as needed for critical customer situations">
  • Participate in Executive Business reviews and provide details that identify issue trends, corrective actions, training opportunities based on customer SR data">
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Requirements and Qualifications

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To be successful in this role, you will need:

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  • A strong understanding of cloud computing and virtualization technologies">
  • Excellent communication and interpersonal skills">
  • Ability to work in a fast-paced environment and prioritize tasks effectively">
  • Strong problem-solving skills and analytical thinking">
  • Familiarity with industry-standard tools and technologies">
  • Experience working with cross-functional teams">
  • A bachelor's degree in Computer Science or related field">
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Benefits

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We offer a competitive salary and benefits package, including:

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  • A base salary of $120,000 per year">
  • A bonus structure tied to individual and company performance">
  • A comprehensive health insurance plan">
  • A 401(k) retirement savings plan with company match">
  • Generous paid time off and holidays">
  • Professional development opportunities and training programs">
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Location

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This role is based in Bengaluru, India, and requires relocation to the area.



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