Senior Manager, Customer Success and Renewals (SaaS) - Opportunity for Working Remotely - #19529493

Dell Inc


Date: Feb 24, 2021
City: Boston, MA
Contract type: Full time
Dell Inc

SENIOR MANAGER, CUSTOMER SUCCESS & RENEWALS (SaaS)


CloudHealth by VMware is the global market leader in Cloud Management and the most trusted software platform used to accelerate business transformation in the cloud. For this unique opportunity to join in a leadership capacity, we seek a highly motivated individual who will manage a team of 6 to 8 people responsible for contract renewals, commercial account management and business growth.


Why you will enjoy the opportunity


You are a customer-focused, high-energy leader with a passion for driving positive business outcomes, solving problems and empowering your team to do their best. You have a track record of leading, coaching, mentoring and upskilling teams of account managers


Our primary need and what we will look to you accomplish successfully


We need a dedicated and experienced Corporate Account Management (CAM) or Customer Success professional with meaningful experience leading a team whose charge is building customer relationships, establishing success criteria and ensuring delivery that leads to a successful renewal.


Success in the first 6-12 months looks like this:



  • Leading and supporting a team of Corporate Account Managers and supporting them as they manage their book of accounts with a focus on renewing customer contracts and enabling business growth

  • Driving successful performance against established goals and KPI's

  • Supporting the development of key customer relationships, participating in customer meetings and assisting with escalations as warranted

  • Monitoring and improving Customer Health Scores and partnering internally to mitigate churn risk

  • Maintaining records using Salesforce.com and Gainsight, ensuring the platform is properly utilized by the team and demonstrating pipeline management diligence

  • Working productively and collaboratively within the broader VMware ecosystem

  • Driving recruiting, hiring, training and coaching for your team


As a key leader within CloudHealth's world-class Customer Success organization, you will:



  • Manage a quota of renewals and deliver against established goals

  • Form trusted customer relationships with executive sponsors, economic buyers, champions and end users at the Enterprise level

  • Develop account strategies and action-oriented plans to support renewals and expansion

  • Conduct compelling presentations focused on customers outcomes and demonstration of product value

  • Build, scale and upskill the team

  • Demonstrate excellent leadership and interpersonal skills working internally and externally

  • Take a strategic approach to problem solving and drive impactful process improvements

  • Travel (post-COVID) up to 25-50% to meet with customers and attend events


Leadership and Team Structure:



  • Senior leaders in the Customer Success organization have extensive industry and functional expertise, along with a track record of success

  • The CAM team is comprised of versatile professionals who are dedicated to customer satisfaction and the continued growth of CloudHealth


Why work at VMWare:


You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.  



  • Employee Stock Purchase Plan  

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types  

  • Generous Time Off Programs  

  • 40 hours of paid time to volunteer in your community   

  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities  

  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)  


LIRemote


This job requisition is not eligible for employment-based immigration sponsored by VMware


Category : Sales


Subcategory: Services Sales


Experience: Business Leadership


Full Time/ Part Time: Full Time


Posted Date: 2021-02-16


VMware 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. Job ID: R2018388

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