S360 Customer Success Executive

**S360 Standard Customer Success Executive**

**Why will you enjoy this new opportunity?**

Do you enjoy helping enterprise organizations achieve business outcomes through their technology investments? If you do, we have the perfect job opportunity for you

As an S360 Standard Success Executive (SE), you will serve as a critical resource and trusted advisor in coaching and enabling our S360 customers to take full advantage of the entitlements and capabilities of the S360 program.

Upon joining our Customer Success Executive team, you will play a critical role in advising and supporting the customer in consuming a premium digital experience, including success planning, consumption of adoption guidance accelerators, premium digital learning, pro-active skyline reporting, and work in partnership with the SSM Support Desk.

In the Success Executive role for S360 Standard, you will:

- Onboard customers into the S360 Standard program, including a detailed orientation to Connect Success, VMware’s industry-leading customer success portal.
- Perform a detailed orientation of the S360 program in partnership with the Support Services Manager (SSM) team, covering all aspects of the program
- Guide the customer through the methodology of success plan building and on-going success plan management.
- Assist the customer in navigating the catalogs of Inform and Enable adoption guidance accelerators and premium digital learning.
- Partnering with the Word Wide Consulting Center (WWCC), you will play a key role in building the customer’s knowledge and confidence through informed recommendations on suggested enablement pathways and associated accelerators.
- Compile and deliver a monthly S360 summary to the customer summarizing the progress of their success plan, accelerators and learning consumed, support activity and Skyline reporting for the prior month.
- Monitor the inbound queue and live chat requests for Success Desk assistance related to Connect Success and S360 program functions.
- Proactively monitor customer health, and issues impacting overall customer sat and mitigate renewal risk.
- Openly collaborate and communicate to management and peers, trends and recurring themes encountered by our customers related to support, product quality, and overall VMware relationship
- Actively participate as a member of the team and leverage your unique skills by contributing to the growth and maturity of the S360 Standard program

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**
- Upon joining the Success 360 Standard team, you will be guided through a well-organized four-week onboarding plan that will be prepared for you.
- After onboarding, you will participate in supporting the success planning and enablement efforts of our Success 360 customers through shadowing and mentoring with a peer
- One month after engaging with Standard customers, you will take ownership of proactive customer activities while handling inbound requests from customers
- Within 3 months of your joining, you will be fully participating in the business rhythm of supporting S360 Standard customers and contribute to maturing and improving the offering.
- During months 6-12, you will continue to drive business priorities within accounts and contribute to improving the overall Success 360 practice.
- You will develop best practices to identify and proactively solve potential process or execution challenges.
- You will ensure best-in-class execution; Develop and implement changes in both the customer's and VMware's operations systems that directly add value.

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

As part of the Success 360 team, you will be working throughout the S360 subscription period with several customers with an average ratio of 20:1. The activities you will perform are aligned to help our customers achieve their desired business outcomes through VMware technology.

Skills that will help this role include:

- Technical skills that might include VMware product knowledge and relevant technologies
- People skills and ability to build relationships with internal and client stakeholders (both business and technical)
- Critical thinking skills and ability to proactively anticipate future customer actions and deploy VMware resources to meet needs
- Proven record of driving issues to resolution with great customer satisfaction
- Experience in change management, decision making, planning, and process/business transformation
- Previous customer success experience in a SaaS organization
- Previous working experience with Gainsight and Salesforce or another CRM/CS tool
- A positive attitude and ability to adapt to change in a fast-moving and evolving business

**What is leadership like for this role? What is the structure and culture of the team like?**

The Global Success 360 Standard team foc