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Position Overview:
Customer Success Technical Manager – SDE Division
Why This Role is Exciting:
Are you passionate about the core offerings of VMware by Broadcom? Do you have robust technical expertise and business insight that allows you to quickly adapt to VMware by Broadcom's latest Edge Compute, VeloCloud SDWAN, and Telco Cloud solutions? Are you motivated by the opportunity to assist clients in achieving their business objectives through technology?
- If so, this role could be the ideal fit for you.
As a Customer Success Technical Manager (CSTM), you will act as a trusted consultant, leveraging your technical, communication, and collaboration abilities to empower our clients to maximize their potential through the adoption of VMware by Broadcom's SDE technologies.
Upon joining our Customer Success Management team, you will have the chance to utilize your skills to create a significant impact and foster positive transformations for our clients, products, and organization. You will play a vital role in enabling our global clientele to effectively adopt, implement, and support VMware by Broadcom's SDE technologies through expert guidance throughout the entire customer journey.
To accomplish this, you will collaborate with various resources across the VMware by Broadcom organization (CSTM peers, sales, product management, product engineering, R&D, education, and support). You will actively promote the adoption of VMware solutions within accounts by cultivating relationships at all levels, both internally and externally, to drive positive change. In addition to customer-facing activities, CSTMs report key account metrics and insights to VMware internal teams and contribute to the development of the CSTM program.
Success in the Role: Key Performance Outcomes for the First Year
During your initial year, you will be onboarded into the CSTM role through training and mentorship from experienced CSTMs, followed by working with your assigned clients. Throughout your tenure, you will collaborate with fellow CSTMs and internal technical experts to address your clients' technical needs.
- Your first achievement will be completing a comprehensive five-week onboarding training program tailored for you. You will also receive mentorship from experienced CSTMs and shadow their clients to gain practical insights into the role.
- You will continue to enhance your technical knowledge and skills with the provided training on various VMware by Broadcom technologies.
- Within the first month of supporting assigned clients, you will articulate their key business objectives and desired outcomes, beginning to craft a joint Success Plan using an internal tool.
- Throughout your engagement with clients, you will serve as a trusted advisor, ensuring best-in-class execution and recommending enhancements in client operations that add value, while proactively driving consumption, customer health, and retention. You will partner with clients to accelerate their desired outcomes through best practice guidance that facilitates rapid deployments and adoption of VMware by Broadcom technologies. You will articulate their long-term and short-term goals and how they align with their broader business objectives, identifying gaps that need resolution and collaborating on a structured plan with the client. You will conduct relevant technology assessments, roadmap reviews, deployment guidance, best practices reviews, and day 2 operations guidance. You will identify client use cases and opportunities for recommending Adoption Guidance and Workshops to further enhance adoption and consumption. You will regularly present your achievements and client progress through Business Reviews, effectively communicating key topics of VMware by Broadcom's solutions across all client levels to drive realized value and long-term strategy.
- If not already certified, you will aim to achieve your VCP (VMware by Broadcom Certified Professional) certification to support your goals and objectives.
- Additionally, you will continue to grow and enhance your technical knowledge (VMW / Industry offerings) and soft skills through VMware by Broadcom's quarterly training programs.
Role Responsibilities: What You Will Be Doing
As part of the SDE (Software Defined Edge) Division Customer Success Management team, you will work closely with assigned global clients over an extended period. All activities performed are aligned with a singular purpose: to assist our clients in achieving their desired outcomes using VMware by Broadcom technologies. By supporting our clients, we will also drive the adoption and consumption of the VMware by Broadcom technologies they have acquired.
The number of clients you will manage will vary based on the tier of service they purchase. You will also collaborate with broader VMware by Broadcom internal teams: CSTM team, account team, and specialists as you perform the following:
- Utilize a CSTM playbook, delivery kits, and tools to guide your clients through the following activities:
- Create a Success Plan with objectives/tasks aligned to client requirements/business objectives.
- Deliver technology roadmaps & assessments that provide next steps and outcome-focused plans.
- Provide Solution Guidance & best practices reviews to identify performance optimization opportunities.
- Assist clients in optimizing operations to realize cost savings, reduce operational risk, and align with stated technology goals & priorities.
- Provide feedback to internal Product Management and Engineering to raise awareness and prioritize client feature requests and service adoption blockers, effectively communicating status with the client and account team.
- Utilize your organizational and planning skills to track your clients' plans, adjusting as necessary, and help drive them to completion.
- Help VMware by Broadcom create 'customers for life' by collaborating with our CSTM team, Global Support, Education, Professional Services, Development, and Sales teams—all to ensure we deliver outcome-focused value to our clients.
Qualifications: What We Are Looking For
While the experience required for the CSTM role varies, candidates should generally possess:
- 10+ years of proven, strong core VMware product suite experience and knowledge. A background in data center infrastructure, operations, networking, system administration, and technical architecture is preferred (Telco, Edge, SDWAN knowledge is a plus).
- VMware Certified Professional Certification (VCP) or higher certification preferred (or the ability to obtain within 90 days).
- A BS degree is preferred, or relevant years of experience may be considered in lieu of a degree.
- 2+ years of proven experience in customer-facing roles is a plus (e.g., CSTM or technology consultant, preferably with a management consulting, IT vendor, or professional services organization).
- A fast learner with the ability to explain complex technical concepts to diverse audiences.
- Strong business acumen and problem-solving skills with the ability to influence internal and external partners at all levels.
- Highly effective working independently and in team settings.
- Strong organizational skills with the ability to manage multiple client demands.
- Excellent communication, presentation, and interpersonal skills, including the ability to build relationships with internal and external client teams.
- Travel: Although this is a remote/onsite-based position, candidates must have the ability to travel up to 20% locally/regionally (NOTE: Most travel will be local or within the nearby region to your clients, with 1-2 conferences or training sessions each year).
Leadership and Team Culture:
Managers within this organization are exceptionally supportive of their teams. This supportive culture fosters open communication, making it easy to discuss even the most challenging situations. Everyone is approachable and willing to assist one another. The CSTM organization is dedicated to customer success, while leadership is focused on the success of the CSTMs.
CSTMs are essential to the success of VMware by Broadcom, and we take pride in our role in the company's future. The CSTM team operates like a family. With our collective knowledge base, we support one another and leverage our expertise to assist our clients. CSTMs take pride in their team, their clients, and their contributions. We strive to maintain a unified team, entirely focused on our clients' success. We prioritize doing the right thing for our clients and are proud to be recognized as 'trusted advisors.' When our clients achieve their objectives, we succeed as well. We foster an open team environment, supporting one another, sharing best practices, and encouraging the success of all colleagues. We welcome innovation and creativity at all levels.
Location:
Remote/On-site: The successful candidate will be based in Germany, working both from client sites and remotely.
Broadcom is an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status, or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside the USA, please ensure to provide a home address, as this will be used for future correspondence.
