Broadcom VCF Support Account Manager SAM 

United States, Georgia, Atlanta 

148311317

Job Description

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

Within the first 2 months, you will complete onboarding, build familiarity with the tools we use daily in Support, and start to build relationships with key internal and external stakeholders. You will update and maintain an accurate record of your customers’ most important activities. You will begin to lead customer-first interactions like kickoff calls and support weekly/quarterly reviews with minimal oversight. You will also start working with customers to understand their VCF objectives and priorities and prepare to obtain a VCP certification before the end of 6 months.

Within the first 4 months, you will have a good understanding of your customer’s product usage, business use cases, and technical architecture, and build trust among internal teams and customers. You will also have consistent control of low to medium-level escalations and complete the quarterly trainings.

Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization. You will have your VCP Certification in the first 6 months and have the ability to: proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, identify SR trends and create action plan(s) as required, and increase customer confidence in our platform and Support delivery.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Coordinate and lead recurringweekly/biweekly/monthlymeetings 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.

Requirements:

Bachelor’s degree plus 5+ years of related experience OR Master's degree plus 3+ years of related experience. Relevant years of experience in lieu of a degree may be considered.

This position does not qualify for Immigration SponsorshipMust have legal authorization to work in the US