Manager - Customer Success

Midis Group

Technical and Operations

• Establish a long-term relationship with your customers.
• Partner with customers and align business objectives with VMware s technology roadmap, offering strategic technical guidance and solution recommendations.
• Manage the customer adoption lifecycle, identifying potential risks and challenges, and provide solutions for a seamless technology deployment experience.
• Collaborate with support, engineering, and consulting teams to resolve customer issues and enhance the post-sales experience.
• Develop and iterate on a customer success framework that delivers measurable business and technical outcomes.
• Provide insight from customer data to internal stakeholders for appropriate actions and decisions.
• Identify and understand customers at-risk and gaps that can hinder overall implementation, rollout, and/or adoption of the solution.
• Manage the ongoing post-sales experience with priority customers, managing both the IT line of business and key customer stakeholders.
• Address escalated service issues, ensuring prompt resolution and customer feedback follow-up.
• Track and respond to customer suggestions, preparing reports and actionable recommendations for improvement.
• Continuously refine processes to enhance performance, efficiency, and customer satisfaction based on metrics and feedback.

Position Requirements

Education

Bachelor's degree in a relevant field, such as Business Administration, Computer Science, or Information Technology.

Experience

• Minimum of 7 years of experience in customer success, technical account management, or a related field.
• Experience with VMware products, such as vSphere, Aria Suite, vSAN, NSX, Tanzu, and VMware Cloud Foundation( VCF ).