Staff Support Account Manager Locations: IRL-Cork-Behan House
Time Type: Full time
Posted on: Posted 2 Days Ago
Job Requisition ID: R019879
Please Note: If you are a first-time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account) If you already have a Candidate Account, please Sign-In before you apply. Job Description: VCF Support Account Manager (VCF SAM) This is not a sales or business development role. The VMware Cloud Foundation (VCF) division enables organizations around the world 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. As 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 technical support experience, advocating their requirements and priorities that drive swift resolution, maximum uptime, and removal of technical blockers. 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. 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. Within the first 6-9 months, you will be comfortable being the customer's technical liaison inside the support organization. The Work: What type of work will you be doing? Coordinate and lead recurring meetings with your customers to review their Support Request (SR) portfolio. Actively monitor and manage SR activity and trends using custom reports. Oversee and direct Support Requests to the proper resources. Act as a single point of contact for the management and escalation of all Support-related activities. Coordinate all remote and onsite support engagements. Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components. Identify affected customer environments and communicate and assist with the resolution for any VMware Security Advisories. Document and deliver formal and informal technical root cause analyses as needed for critical customer situations. Participate in Executive Business reviews and provide details that identify issue trends. Participate in mentoring, coaching, and hiring for SAMs. What is the leadership like for this role? The hiring manager for this role is a part of several Senior leaders in the VCF Support organization with multiple years of experience in customer-facing roles. The team emphasizes collaboration, transparency, and career growth.
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