Manager, Customer Success Cross-franchise

**The Elevator Pitch: Why will you enjoy this new opportunity?**
The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges.

As a Manager of Customer Success Cross-Franchise Operations, you will continue to develop your current skill set, while tackling the challenges that face a new and growing CS (Customer Success) organization at VMware. This role is primarily focused on supporting the EUC (End User Computing) Business Unit CS management team with data and insights to drive effective decision making in running their business. The role also extends to providing customer insights to CSMs directly. You will work cross-functionally with supporting delivery, systems, IT, data science, and compensation teams to support the EUC Customer Success team in delivering a world-class customer experience.

VMware is a publicly traded (NYSE: VMW), high-tech company that has become a critical business partner to the worlds biggest and brightest companies. VMware is undergoing a transformation to a SaaS/subscription business model seeking to unlock a new level of growth. As a member of the Customer Success organization, you will be right in the middle of that transformation.

**What is the primary need, technical challenge, and/or problem you will be responsible for?**

We are adding a Manager, Customer Success Cross-Franchise Operations to help drive operational consistency and best practices in conjunction with VMware’s specialist CS delivery teams. The mission of this new role is to build on a common - yet adaptable to the unique characteristics of the EUC Franchise - framework to ensure organizational alignment across Multi-Cloud, Networking, and End User Computing Franchises and also within the broader Customer Experience and Success (VMware’s post-sales) organization. This role will be a crucial member of our team as we work toward centralizing our Customer Success strategy and execution and look to drive operational effectiveness across the entire organization. This role reports into the Director of Customer Success Operations & Insights.

**Success in the Role: What are the performance goals you will work toward completing?**:

- Within 30 days, you will become familiar with CS team structure and role in the organization, begin building partnerships with key supporting teams, learn basics of EUC products, and develop familiarity with the current rhythm of the business. Additionally, you will begin understanding the variable compensation plan for the CS team.
- Within 90 days, you will begin improving operations by contributing to enhancements to system design (Gainsight), KPI “run the business” Tableau dashboard data enablement efforts, and variable compensation administration.
- Within 180 days, you will have an established rhythm of releases for new KPI dashboards and also Gainsight systems enhancements. You will be tackling new day-to-day operational challenges that arise and contribute your valuable insights and SME knowledge to the design of overall VMW CS best practices
**What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**:

- Assist EUC CS VP with preparing MBR and QBR presentations by providing performance measures and insights from various dashboards and sources of data
- Work with business partners to continuously improve customer insights on ARR, customer consumption and customer health
- Contribute to the improvement of the customer health score
- Provide commissions finance team with results for variable compensation after each quarter
- Identify opportunities to improve operational efficiencies within the Customer Success organization using relational data
- Tell data-driven stories using industry-standard data visualization practices and tools
- Participate in special projects to drive business objectives and process standardization
**What is the leadership like for this role? What is the structure and culture of the team like?**
Scott Hirsch is the Director of Customer Success Operations & Insights. Scott’s background is in technology operations - from strategy, pricing, and finance to systems, process, and analytics. He’s passionate about creating exceptional new customer experiences at companies transforming to a recurring revenue model. Prior to joining VMware, Scott incubated the Customer Intelligence team at software company PTC where he built a new platform to light up data about customer behavior to accelerate the adoption experience. Prior to PTC, Scott worked at EMC for 6 years in Finance & Revenue Operations for EMC's $4bn Maintenance Support business and at Accenture for 7 years in Operations consulting. Scott is incredibly excited to contribute to the build-out and maturation of the Customer Success o