Job Description:
Office based Ballincollig, Cork, Ireland
The VMware Cloud Foundation (VCF) division enables organizations around the world 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, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud.
The Elevator Pitch: Why will you enjoy this new opportunity?
As a part of the Global VCF Support organization, a VCF Support Account Manager (VCF SAM) is responsible for optimizing and personalizing our customer’s reactive and proactive technical support experience, by advocating their requirements and priorities that drives swift resolution, maximum uptime and removes technical blockers.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
1. Within the first 2 months, you will complete onboarding, build familiarity of the tools we use daily in Support and will have started to build relationships with key internal and external stakeholders.
2. 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 customer.
3. Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization.
The Work: What type of work will you be doing?
1. Coordinate and lead recurring meetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization.
2. Oversee and direct Support Cases to the proper resources.
3. Act as single point of contact for the management and escalation of all Support-related activities.
4. Coordinate all remote and onsite support engagements.
5. Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components.
6. Identify affected customer environments, communicate, and assist with the resolution for any VMware Security Advisories.
7. Work with the Proactive Services team to identify potential issues in customer environments.
8. Document and deliver formal and informal technical root cause analyses as needed.
9. Participate in Executive Business reviews and provide details that identify issue trends.
What is the leadership like for this role?
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 emphasizes collaboration, transparency, and career growth.
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