VCF Support Account Manager (VCF SAM)

Broadcom•Atlanta, GA

1d•Onsite

About The Position

The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business critical and modern applications in a secure, resilient, and cost-efficient manner. With our flagship product VMware vSphere, and our industry-leading technologies including vSAN, NSX, and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few benefits of having a private cloud infrastructure powered by VMware Cloud Foundation. Together, our bold group of technology professionals with diverse backgrounds, spanning engineering, products, marketing, partners, professional services, and global support services, focuses on what can be best for the largest enterprises, governments, financial services, healthcare, manufacturing, and educational institutions of the world. As a part of the Global VCF Support organization, a VCF Support Account Manager (VCF SAM) is responsible for optimizing and personalizing our customer’s reactive and proactive support experience by advocating their requirements and priorities that drive sift resolution, and maximum uptime and removing technical blockers. The role provides a unique opportunity to interact daily with top-tier, strategic customer organizations from varied industries and allows you to have a significant impact on the customers’ experience and success. You will build strong relationships with the customer(s) and various internal teams, with frequent collaboration across technical, sales, and operational teams to drive adoption and consumption of VCF and ensure that VMware by Broadcom is delivering overall best-in-class Support services.

Requirements

Bachelor’s degree.
Relevant years of experience in lieu of a degree may be considered, plus 8+ years of related industry experience OR Master's plus 6 years.
Must have legal authorization to work within the US.

Responsibilities

Coordinate and lead recurring weekly/biweekly/monthly meetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization.
Actively monitor and manage SR activity and trends using custom reports for additional insights.
Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal.
Oversee and direct Support Requests to the proper resources.
Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolution.
Act as the single point of contact for the management and escalation of all Support-related activities by partnering with Account Teams and TAM (where applicable).
Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.
Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.
Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components.
Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.
Identify affected customer environments, communicate, and assist with the resolution of any VMware Security Advisories.
Work with the Proactive Services team to identify potential issues in customer environments and communicate them to customers along with the impact and steps for resolution.
Document and deliver formal and informal root cause analyses as needed for critical customer situations.
Participate in Executive Business reviews and provide details that identify issue trends, corrective actions, and training opportunities based on customer SR data.