Critical Account Leader

The Elevator Pitch: Why will you enjoy this new opportunity?

The Critical Account Program provides a heightened level of leadership, orchestration, and deep technical guidance across VMware to bring the customer back to a sustained healthy state. It is a highly visible and rewarding role.

The Critical Account Leader is responsible for rebuilding confidence and navigating customers away from a crisis situation. The crisis may be due to people, process or product issues and often a combination of all three. This is role is ideally suited to those who enjoy challenges, can work independently and have good program management, analytical and interpersonal skills. It requires strong leadership as you work across the VMware organisation to drive a successful customer outcome moving the customer from Get Well to Stay Well.

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

The successful candidate is expected to lead collaboration and partnership across VMware organisations (including CXS Leadership and VMware Business Groups) to ensure clear roles and responsibilities are understood and accountable. These actions in turn should be documented and reviewed regularly to ensure the CAP team deliver clear and key outcomes as part of any engagement.

• Act as the primary interface for critical customer accounts program management to all stakeholders across VMware.
• Maintain, execute and deliver a detailed Get Well Plan, that can be shared at SVP level across the organisation. Ensure crisp data integrity and co-ordinate with relevant CAP and IT teams where issues arise.
• Prioritize and drive actions at the account level to ensure visibility, traction, and ultimate closure, and support the team with achieving these outcomes.
• Represent the Voice of the Customer and Voice of One VMware in all elements of your program.
• Monitor customer issues and partner with Escalation Management and Engineering to ensure continuous review of engagement or post engagement issues, leading to a continuous culture of program improvement.
• Enabling and delivering executive communications to the customer, VMware and Partner executives, and internal stakeholders.
• Proactively address customer perception of issues regarding VMware solutions and services.
• Identify, trend, document, and recommend corrective actions in response to issues at critical situation accounts and collaborate with the Engineering and Services organization to address product defects and trends.
• Collaborate with the Global and Escalation Managers and other Support Management teams to ensure process alignment and best practice refinement.
• Mentor others in Critical Account Management.
• Travel to customer sites and VMware offices as required.
• Lead and participate in projects related to solutions support and organizational growth these may include programs and operations outside of the CAP program as required within CXS.

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

This role is best suited for those who thrive on problem solving at many levels. The ideal candidate will possess solid program management skills, a broad technical understanding of virtualization technologies, familiarity with the business process aspects related to running mission critical environments and communications skills covering technical through to C-level executives.

You must be a customer orientated, critical thinker, problem solver, with good attention to detail. The Critical Account Leader must be effective in collaboration and negotiation with internal and external stakeholders.

• Comfortable to work with ambiguity and make sound judgements based on the information available
• The ability to change the adverse situations that the team faces on a daily basis
• Confident interacting with C-level Executive Leadership, Engineering, Sales, Professional Services, Partners, and Customers
• Customer and One VMware focus
• Ability to convey a strong sense of urgency
• Critical thinker, problem solver, and a leader in times of crisis
• Can work effectively in high stress situations
• Customer Critical Situation Management and Customer Relationship Management experience with a tech company
• Strong interpersonal, written, verbal communication and presentation skills
• Can influence people across functional and regional boundaries, leading across matrix teams
• Can work effectively with global or international operations
• A strong appreciation and understanding of technical support and engineering in enterprise class systems and virtualization products
• Familiarity with escalation and crisis management supporting enterprise level customers

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 John Pollard, CAP Director EMEA/APJ. John has a wide range of experience including software support, pre and post sales consultancy, infrastructure and software architecture, project / program management and for the last two years as part of the Critical Accounts Program.
• CAP is a worldwide team of CAP Leaders and Solution Architects, spread across the main regions of NASA, EMEA and APAC. The role is focussed on customers in EMEA, but can also cover other regions. Core hours are EMEA based, although customer situations sometimes require evening/weekend work.
• As a CAP Leader you will often be breaking new ground and the role is a fantastic opportunity for an independent worker who likes a challenge with the ability to make well founded decisions, frequently with limited information available. You will be working with the full support of our CAP Solutions Architects who excel in their fields and represent some of the top knowledge and experience in the company. The CAP team acts as one with advice and assistance available across the whole team. It is a highly satisfying role to turn a customer around from crisis to expanding their use of VMware solutions.

Where is this role located?

• The location of this role is flexible within Ireland with proximity to Cork highly preferred. All candidates will have the option to work from home location, or to work from VMware’s Cork office. There will be a need to attend the Cork office to meet with team members of other parts of VMware. Other locations across EMEA or APJ may be considered. The role also includes occasional travel, typically across EMEA, but could be worldwide.

What are the benefits and perks of working at VMware?

• You and your loved ones will be supported with a competitive and comprehensive benefits package. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu in the top right corner. benefits.vmware.com

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-02-24

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