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New Graduate - Customer Success

The Programme

Start Date - July 2022.

Why will you enjoy this new opportunity:

The Academy Training program is designed to fast track our new graduate hires from training into successful careers in the Worldwide Sales and Services organization. 

We offer you in-depth training focused on our most exciting technologies, while growing your skills throughout the progression.

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 software forms a digital foundation that powers the apps, services and experiences that are transforming the world.  

Leadership for this role:

The role would be reporting into Connie Wai, Lead Manager, APJ Cloud Customer Success.

We are a team passionate about helping our customers. We are also a people-oriented and diversified team: every one of us has our own personality and experience, a unique ingredient that we bring to the mix in a team where all flavors are safely considered. We like to blend all types of personalities, across generations and cultures and respect all educational nuances. 

What You Will Do

Associate Customer Success Manager (ACSM) is assigned to a portfolio of accounts in a specific geography and is responsible for the success of our customers and partners. As an Associate Customer Success Manager, your main goal is to help our valued cloud customers maximize their value and achieve their desired business outcomes from VMware solutions and services.

In this dynamic customer facing role, you will gain opportunity to collaborate and partner with individuals at all levels of the organization, up to and including senior leadership. You will drive the post sales engagement of the customer lifecycle, including but not limited to, onboarding, adoption, consumption, retention, and expansion with an assigned portfolio of your customer accounts. Occasionally, you will also be involved in the presales motion to help the sales team to close important deals.

You will work closely with multiple stakeholders engaged with our customers and partners, e.g., Sales, Support, Product and Engineering teams to design and execute customer success plans to ensure our customer objectives are met.

The ACSM potentially should have a longer-term perspective and vision as the customer’s trusted advisor and primary point of contact for our customers. 

Type of Work You will be Doing:

  • Build long-term good relationships with customers, advocating for them and establishing and sustaining a healthy and virtuous partnership.
  • Drive customer milestones, e.g. onboarding, adoption and consumption, in alignment to customer use cases and roadmap.
  • Ensure timely and successful customer onboarding, enablement, and training to help customers benefit from the business value of our partnership and offerings.
  • Build and manage Success Plans to help customers achieve their objectives.
  • Maintain customer satisfaction and Net Promoter Score through engaging our internal teams, removing roadblocks, and influencing solution roadmaps in support to our customers.
  • Drive solution to problems or critical issues by aligning appropriate resources with different internal stakeholders. from Support, Product, Billing and Engineering organizations.
  • Ensure customer needs and challenges are communicated and understood by Executives and functional teams.
  • Proactively review on customer consumption and health scores to derive actionable insights to help customers optimize their SaaS investment.
  • Conduct Monthly Service Reviews and Executive/Quarterly Business Reviews to proactively track progress against the Success Plan and monitor deployment velocity, consumption and proactively works towards addressing any blockers.
  • Leverage health scores and consumption analytics to identify predictive indicators of churn and take mitigating actions.
  • Partner with Sales or independently to identify expansion and growth opportunities for customers who may benefit from additional services.
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
  • Gather case studies and identify customer references. 

Required Skills and Abilities

  • Bachelor's degree.
  • Great communication, presentation, and facilitation skills. Storyteller.
  • Be a champion for your customer by having a bias for action and accountability while advocating for their needs.
  • Critical thinker who is comfortable solving difficult issues with little supervision.
  • Ability to multi-task and work in a dynamic environment with constant change to address emerging issues and challenges.
  • Willing to be a hands-on contributor and a proactive team player. 
Closed 7 months ago
Closed 7 months ago
  • Job type:Graduate Jobs
  • Disciplines:

    Business and Commerce, Marketing and Sales

  • Citizenships:

  • Locations:

    Singapore (Singapore)

  • Closing Date:4th Dec 2021, 6:00 pm


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