Job Description
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Job Description
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Service Delivery Executive – Remote Opportunity
Why will you enjoy this new opportunity?The world is changing fast! Corporations, governments, schools, hospitals are all feeling immense pressure to offer work from anywhere or buy from anywhere technology. The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you work here, you are connected to a global community of innovative, empowered employees working together to solve the most critical technology challenges. Our team of 30,000+ people in 50+ locations worldwide is committed to creating an environment where great people want to work long term by living our EPIC2 values, Execution, Passion, Innovation, Collaboration and Community. Our 350,000 enterprise and business customers (which includes 98% of Fortune 500) rely on VMware to make their digital transformation possible.
As the Service Delivery Executive, you will have responsibility for VMWare’s larger strategic customers realizing the value of their investment in VMware software and services. In this role, you will work closely with our customer and key VMware stakeholders to shape and lead transformational programs and will be accountable to the customer for the business outcomes enabled through VMware solutions.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?The Service Delivery Executive is a senior strategic role with a wide span of responsibility and control:
- You will own the executive relationship with the customer and serve as a trusted advisor, advocate and the main contact to the senior level of customer leadership for the professional services delivery.
- You will be accountable for the overall consumption and adoption motion for the customer, including orchestrating efforts of all VMware functions and coordination with other partners on the account.
- You will drive account growth by identifying and developing new opportunities to extend the program where VMware can add customer value.
- Your will achieve organizational success metrics (licenses, services bookings, revenue, NPS).
If you are a proven leader with strong client relationship, consulting and program management skills, used to working at C-Level and have a successful track record in supporting business development, client-side delivery, benefit realization, staff development and team management, then this role is for you.
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?- Own overall accountability across the Customer Experience and Success (CXS) organization for consumption and the service delivery experience:
- Govern all VMware services delivery teams and serve as the primary point of contact for the customer and VMware
- Provide executive communication internally and externally on services activity
- Drive internal and customer escalations to resolution, collaborating with internal VMware teams
- Manage account level risks, issues and mitigation strategies
- Ensure quality of delivered services
- Orchestrate VMware functional teams to maximize collaboration and alignment with customer strategic objectives
- Act as a customer advocate for feature enhancements, product roadmap, and product issue resolution, engaging internal VMware teams to increase visibility, collaboration, and alignment with the customer needs
- In conjunction with the services sales team, establish account services strategy / consumption and develop current/future growth plans for 3-5 yrs.
- Ensure services plans are tied into the overall Account Success and Consumption plan
- Work hand in hand with the core account team to provide strategic direction for the account
- Focus on all CXS lines of business and seek new business opportunities
- Evaluate and qualify opportunities to determine win-win capabilities for VMware and customer
- As a key member of the Account Team, work to review proposals, establish scopes of work, direct the opportunity pipeline and to ensure VMware solutions are aligned with the customers transformation objectives
- Sustain high level of customer satisfaction
- Accountable for the account contribution margin
- Be an advocate for VMware services, and a champion for the services teams with both VMware and Customer Executive stakeholders
- Collaborate to develop competitive account positioning, client messaging, and sales plays that effectively promote the advantages of VMware transformational offerings
We are a team of adaptive, self-starting and mission-driven individuals with a passion for doing our best work and bringing our best selves. We are committed to a team culture that is rooted in collaboration, growth and a sincere commitment to the well-being of our team and its members. We make sure to invest time to check in on one another, have fun, and support each other despite the high pace of our work and focus on achieving our vision. We are committed to living our VMware EPIC2 values at all times and believe that “how” we conduct ourselves in our work is equally important as “what” we accomplish.
Where is the role located?Flexible: The role is considered flexible and will include working up to 40% from the customer offices with the reminder from home or a VMware office location.
What are the benefits and perks of working at VMware?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities – is this global?
- Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
- Wellness reimbursement and online fitness and wellbeing group classes
VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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