Senior Customer Success Manager
- Reading, United Kingdom
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Job Description
The Senior Customer Success Manager (CSM) is responsible for ensuring the overall success and retention of VMware Carbon Black's growing enterprise customer base. As a key member of the Customer Success team, the Senior CSM's primary focus is to ensure that they are optimising the health status of customers within their portfolio. The Senior CSM works closely with the Regional Sales Representatives for add-on business and with supporting teams in Support, Professional Services and Product to ensure optimum use of products.
What you'll do:
- Responsible for overall customer success and health for a portfolio of VMware Carbon Black's enterprise customers, ensuring that customers achieve a target security posture and get maximum value out of the products
- Builds strategic relationships with CISOs, other key security leaders, and end users of VMware Carbon Black products
- Identifies any ongoing training needs within the accounts and ensures those needs are met
- Reviews health dashboard and open case log regularly; reacts nimbly and escalates issues as required
- Partners with Regional Sales Representatives to discover, collaborate and close new and add-on business within the portfolio of accounts
- 10% travel
About You:
- 7+ years of Customer Success, Account Management or Client Management experience
- 5+ years enterprise software experience
- Proven long-term customer relationship development skills; passionate about customer success
- Understanding of enterprise software implementations and ongoing support within large and small IT departments
- Understanding of business process and workflow
- Solid understanding of IT security strategies and products
- Knowledge of enterprise IT, including support and security operations
VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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