Manager, Support Services Management - Opportunity for Working Remotely

Company: VMware Global
Location: Seattle
Posted on: January 15, 2022

Job Description:

**Role is eligible for Remote work**As a Manager for the Support Services Management (SSM) department within Global Support, you will have the responsibility to manage, coach, and develop SSM employees working with the VMware product portfolio. Our SSMs build the support relationship with some of our key Success 360 customers and are responsible for delivering an unparalleled support experience leveraging VMware solutions. You will ensure the SSMs under your management have whatever they need to be successful, all while ensuring our customers are also successful with Success 360 & Premier Support. You will work closely with our engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers.ResponsibilitiesManage a team of around 12-15 Support Services Managers, ensuring successful professional development of all individualsRegular & targeted pipelining, recruiting to grow the team with the right talentResponsible for the successful SSM delivery for customers assigned to your team, and management of team performance to ensure great customer outcomesAct as a key escalation point for your SSMs and their customersDevelop and improve processes to help scale, grow, and sustain the SSM business particular to your regionDevelop excellent working relationship with the key leaders within your customer's operational teamAbility to coach team members to develop key delivery strengths, including communication skills, time management, technical acumen, business acumen, expectation setting, and general customer satisfactionEnable team members to be efficient & connected while working entirely remotely or in a mixed office based/remote scenario.Work closely and collaboratively with resources across the VMware organization, including Support Domain leadership teams, field sales, solution engineers, operations, and additional account team membersMaintain high-level technical knowledge of core VMware solutions and future product directionAt times, be available for customer escalations or assisting SAMs during off hours/weekendMaintain a positive, supportive & friendly culture in the teamRequirementsB.S., B.A., degree preferred or equivalent experience.People management experience - 3+ years preferredCustomer account management, customer success management, escalation management experience an advantageProven ability to coach & mentor employees from early career to very tenured professionalsMust be agile and able to adjust quickly to many different situations and challenges.Excellent attention to detail and strong organizational skills with an ability to manage competing demandsExcellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives.Strong reporting & analytical skillsStrong understanding of strategic sales processAbility to travel up to 20 percent of the time.#globalsupportJob ProfileCSPSSM_M3 - Support Account Manager - Management 3This job requisition is not eligible for employment-based immigration sponsored by VMware.Vaccination Mandate -Due to the Biden Administration issuing an Executive Order (EO) that effectively mandates COVID-19 vaccination for all U.S. based employees of federal contractors and subcontractors, all U.S. based VMware employees will be required to have their final vaccination dose (e.g., second dose of Pfizer or Moderna, or single dose of J&J) by January 4, 2022. Specifically, this means that all U.S. based VMware employees will need to be fully vaccinated by January 18th, 2022, or by their first date of employment if after that date, subject to legally required accommodations.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.This job may require the candidate to comply with travel restrictions and/or work from a facility that requires full vaccination prior to entry. Further, depending on various factors, including legal challenges to the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, VMware may require employees to be fully vaccinated effective January 18, 2022.Category : Services and ConsultingSubcategory: Services and ConsultingExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2021-12-16VMware 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 http://careers.vmware.com.Equal Employment Opportunity Statement: 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.

Keywords: VMware Global, Seattle , Manager, Support Services Management - Opportunity for Working Remotely, Executive , Seattle, Washington