Senior Voice of the Customer Program Manager – Relationship - Opportunity for Working Remotely
Job Description
At VMware, we are preparing for the transformation of VMware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified Customer Experience and Success Team.
This has been as a result of many months of talking to our customers, as well as studying best practices in the software industry.
This new organization will help to take VMware to the next level of customer satisfaction and success. This newly formed group has brought together various key functions and roles that are crucial to our customer experience.
This includes Customer Success, Global Services, Technical Support, Premier Support, Technical Account Management and Professional Services.
Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areas.
We lead with putting the customer at the center of everything we do. This new organization will be better positioned to transition to proactively and prescriptively guide our customers to value realization outcomes.
We will do so through designed and reconciled winning customer experiences. Our team will lead the way servicing our customers programmatically and help scale customer success to do the same.
Furthermore, we expect this team and with laser-focus commitment to our customers to help accelerate VMware’s evolution to a software-as-a-service company and significantly raise VMware’s Net Promoter Score (NPS ®).
What is in it for you?
- You'll be a key member of the VMware team that has built a rare business environment one of energy, creativity, collegiality and collaboration
- You will join an atmosphere that is fun, casual and inviting. In keeping with VMware's roots as a successful entrepreneurial, start up
- You will have the opportunity deliver impactful results to the Customer Experience and Success team while building your skillset and experience
Job Requirements
- Redesign, modernize and deploy the end-to-end Net Promoter Score® program from strategy, vision, and business need to development, execution, and results delivery
- Identify, understand and communicate top drivers for NPS results
- Create and deploy company-wide customer engagement model; define how the business responds to and engages, passives, promoters, detractors and non-responders
- Measure and monitor the Net Promoter® program effectiveness via reporting, metrics, KPIs, regular business reviews and direct customer experience feedback
- Modernize and automate internal closed loop customer response process
- Ingest, interpret, and produce executive-level reporting of Net Promoter program research
- Utilize qualitative and quantitative customer data to determine root causes for gaps in customer expectations and experience
- Deliver actionable, scalable recommendations (e.g. people / org, process, infrastructure) to improve the end-to-end experience for customers
- Represent voice of customer to assist internal teams with prioritization and decision-making
Qualifications
- Proven track record of running end to end customer feedback strategies and operations
- Deep knowledge of modern B2B Net Promoter programs
- Bachelor’s degree or equivalent work experience
- Ability to collaborate across teams, forge relationships, and influence key partners
- A strategic thinker with the ability to see the big picture and pay close attention to detail
- Ability to manage multiple priorities across teams and functions
- Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity
- Excellent written and verbal communication, at all levels from senior executive staff to individual contributor
Category : Business Strategy and Operations
Subcategory : Project Management
Experience : Business Leadership
Full Time / Part Time : Full Time
Posted Date : 2022-02-23