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Senior Support Services Manager

Zoek Pin Bengaluru, Karnataka

Permanent (Full time)

Posted 14 days ago

Job Description Job Description:As a Senior Support Services Manager within Global Support Services, you will have the responsibility to manage and build the support relationship with some of our key Premier Support customers. You will be responsible for delivering an unparalleled support experience leveraging VMware solutions. You will work closely with our engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our will be working with EMEA customers and so should be able to work primarily between the hours of 1pm – 10pm ISTResponsibilities • Develop excellent working relationships with the key individuals within your customer’s operational team • Work closely and collaboratively with resources across the VMware organisation including Account Teams, Sales and Solution Engineers • Maintain high-level technical knowledge of core VMware solutions and future product direction • Act as the single point of contact for the management of key customer and/or partner relationships and work alongside internal teams to ensure overall customer satisfaction on behalf of Global Support Services. • Facilitate the on boarding process of new accounts and manage access for users to the Premier Support contracts • Conduct regular weekly or bi-weekly operational meetings with the customer for case reviews to identify issue trends and opportunities for corrective actions. Provide recurring status reporting for: support requests, status updates, known issue reviews and upcoming projects • Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates. • Setup and manage the quarterly/annual operational reviews with the customer to discuss support trends and operating efficiencies • Manage the overall customer support experience including setting and managing customer expectations, driving prioritisation and advocate on behalf of the customer for issue resolution within Global Support Services • Act as a first point of escalation for your customer, and collaborate with the Regional Escalation management team, Sales, Professional Services, Product Management to assign appropriate priority in driving complex escalations • Become intimately acquainted with the customers business requirements, technical needs, systems, environment and support history. Identify solutions, have oversight and direct support requests to the proper teams and make use case information available to GSS staff when necessary to assist in problem resolution • Work with VMware’s engineering team to provide formal feedback for incidents, causes and resolutions • Assist customers outside of normal business hours if required • Provide clear and constructive feedback to VMware support and program management teams based on customer experience and requirements • Coordinate onsite visits in conjunction with TAM, Account Team and GSS Management • Managing and updating the account document repository ensuring accuracy and completeness • Participate in mentoring & training of junior SSMs• Contribute to regional & global projects & taskforces within the SSM group Requirements • ., ., degree preferred or equivalent experience. • 5+ years of Relevant experience in Support Account Management, Customer Success Management, Account Management or Escalation Management preferred.• Must be agile and able to adjust quickly to many different situations and challenges. • Excellent attention to detail and strong organisational skills with an ability to manage competing client demands • Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives. • Technical knowledge in one of the following areas: data center infrastructure, operating systems, desktop deployments, mobility, networking, security, system administration and technical architecture• Must be a fast learner with the ability to explain technical concepts to a variety of audiences • Strong analytical skills regarding technical and project management issues • Strong understanding of strategic sales process.• Ability to undertake occasional international travel• VCP: VMware Certified Professional or greater certification preferred. Category : Services and ConsultingSubcategory: Services and ConsultingExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2021-02-19

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