Customer Engagement Manager null

Job Description

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 a 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.

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 service-related escalations to an acceptable logical conclusion. Key strengths for this role would be self-motivated, keen to learn, a strong passion for customer service; impact assessment, negotiation, stakeholder management skills, strong verbal and written communication skills, and 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 on the 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 toward resolution
• Establishing accurate expectations and ensuring relief to customers in a timely manner
• Maintaining escalation process records at each stage and keeping all stakeholders updated on the status
• Working in shifts and collaborating with global counterparts 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, and reporting of 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