Customer Engagement Manager

The Elevator Pitch: Why will you enjoy this new opportunity

Are you passionate about learning new technology and solving complex problems for key customers VMware has a Global Technical Support role for you. You will have the opportunity to work on the latest, top of the line technology suite and world-class support escalation processes, becoming an expert in the industry.

Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.

In this role, you will be joining VMware's Escalations Management team supporting our Global Support customers. VMware Escalation Management team drives a reactive and proactive product/service escalation experience to ensure customer satisfaction and to assist in meeting field & sales team objectives on internal escalations received when a crucial deal is in progress or deadlines must be met. You will be acting as VMware's ambassador to the customer and as the customer's advocate within VMware to engage and help drive escalated issues by coordinating the correct resources both internally and externally.The team works almost without boundaries with direct line of engagement with senior leadership across Engineering & Sales to resolve business and technical issues on all products and services. Not all VMware GS teams get an opportunity to work with such a diverse product portfolio.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing

Starting out as a Customer Engagement Manager, you will be learning various GS Support, Escalation processes and VMware technologies to be able to accurately assess the impact of escalations received, identify internal/external stakeholders, leverage internal resources/processes to triage and drive escalations towards resolution
• First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how our customers use it
• In parallel, you learn about organizational structure of GS, Field and Engineering teams to be able to leverage them when necessary. You will be trained on tools and analytics
• You will be assigned to a mentor to provide you with scenario based as well as on-the-job escalations management training to ensure you are set for success in this role
• Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.

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

As a Customer Engagement Manager, you will be responsible for bringing customer and field's service-related escalations to an acceptable logical conclusion. Key strengths for this role would be self-motivated, keen to learn, strong passion for customer service impact assessment, negotiation, stakeholder management skills, strong verbal and written communication skills, someone who embraces challenges.

To be successful in this role, you will:
• Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision.
• Focused effort into optimal use of resources.
• Managing service level escalations from VMware customers and internal teams by joining VMware's 24x7 Escalations team
• Triaging escalation alert requests and collaborating with the support teams to drive the alert towards resolution
• Establishing accurate expectations and ensuring relief to customers in timely manner
Maintaining escalation process records at each stage and keeping all stakeholders updated on the status
• Working in shifts and collaborating with global counter parts as and when required
• Taking complete ownership of the escalation alert backlog
• Proactive engagement with VMware customers and field teams to identify support issues
• Identification, analysis, reporting escalation trends and business intelligence data to the leadership team
• Partnering with Technical Support Managers and Escalation Managers to drive critical escalations
• Partner with VMware field teams to identify critical accounts and proactively work with the VMware teams to avoid escalations and ensure customer success

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

The Hiring Manager for this role is Jerin Jose, Manager - Escalations Management, Global Support VMware. His expertise has been built working various roles building Customer Relations, Account Management, Escalation management, Technical Support Operations, etc.. and has been part of the VMware family for 8 years. Jerin's management philosophy is to support & encourage everyone in the team to think differently, stay technology focused, customer centric with good attention to detail and communication skills to handle complex political and technical escalations.

The Escalations Management team works 24X7 consisting of Customer Engagement Managers who focus on service escalations and Escalation Managers whose focus is on product/technical & executive escalations. The team is spread across Globally and our colleagues are based out of Australia, Bangalore, Ireland, Brazil, Broomfield, and Atlanta.

Where is this role located

Flexible: The location of this role is flexible within Bangalore. Work will be done from an office some days during a week and other days from a non-VMware building.
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at

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