Customer Success Engineer Tanzu Observability by Wavefront

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Location: will need to go into Palo Alto or Austin periodically (able to work from home)Business SummaryVMware is a global leader in cloud infrastructure and business mobility. To accelerate our delivery for the cloud, Wavefront is the leading Observability service for companies born in the cloud, and is helping leading Enterprises as they undertake the journey from reactive monitoring to proactive observability. . Wavefront has built a highly reliable, scalable and resilient cloud-based analytics platform now delivering Enterprise Observability aaS. It leapfrogs us into application management of next-generation modern applications, offering customers end-to-end operations management for virtual, containerized and multi-cloud infrastructures.Position OverviewWavefront Customer Success engages with customers of all types to understand and accelerate the realization of their business objectives through the successful adoption of Tanzu Observability. We create customers for life by cultivating key relationships through continuous engagement, focusing on delivering positive business outcomes and ensuring a seamless customer experience.  We are a team focused on the following: Developing a plan for each customer’s success and measuring progress against it While being responsive to the always-on needs of leading SaaS customers, we are focused on delivering best practices to support the top enterprises as they go beyond monitoring on their observability journeysEnsuring timely and successful customer on-boarding, enablement, and training Driving healthy user adoption and expanded usage of relevant Wavefront observability solutions in support of customer use cases Maintaining customer satisfaction by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our existing customers Aligning and executing on a systematic internal and external customer communication plan  Our success is measured by the increased adoption/consumption of the Wavefront by VMWare solutions and retention and growth of customer relationships. Job ResponsibilitiesCustomer Value Realization  Primary responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them with 4D observability (Distributed Tracing, Histogram, Logs and Metrics) and challenge customers to think in new and creative ways that enable them to maximize valueManage and be responsible for Wavefront customers and serve as the first line of contact, post-sales for creating a success plan for the customerProactively identify risks to the customer achieving their stated business goals and work with the Wavefront team to build a risk mitigation planInternal Customer Champion and AdvocateEnsure customers needs and challenges are communicated and understood by Executives and functional teamsDrive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholdersAnticipate future customer needs and proactively reach out to resources at VMware to address themHealth MonitoringMeet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any adoption blockersCreate a Customer Success Plan that tracks milestones and measure progress against the sameCreate individual customer health scores and proactively take actions for customers below threshold health scoreLeverage CS analytics for identifying predictive indicators of churn and take mitigating actionsConduct periodic touch-points to measure customer satisfaction and product deployment levelsAdoption and Customer RetentionYou will work with customers and help customer with faster adoption of Wavefront by VMwareShare customer feedback with BUs and Wavefront R&D for product developmentGather case studies and identify customer referencesProactively review customer consumption to help customers optimize their investmentDeliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attritionHelp to identify, generate and facilitate additional revenue leads and share with the account teamDrive organic growth and expansion within assigned accountsLead upsell efforts by identifying additional use cases and positioning new solution offerings to clientsBasic RequirementsDemonstrated track record of successfully managing complex customer relationships in a technology service industry Excellent communication skills, including with internal and external stakeholders and all levels of managementDirectly support critical customer concerns and deliver workshops to train customers, partners and the fieldProven record of driving issues to resolution with great customer satisfactionAbility to manage multiple customer accounts, projects and deadlines simultaneously Willing to be a hands-on contributor and a proactive team player Ambitious and driven, thriving in a demanding and fast-paced environmentCustomer management / customer success experience preferably in SaaS organizationAbility to travel occasionally when needed and/or spend significant time interacting with customers remotely on solutions engagementsExcellent critical thinking and advanced troubleshooting skillsProvide architectural guidance for the integration of Tanzu Observability with third-party products within the customer’s environment such as applications, storage, networking, firewalls, systems management, capacity management and monitoring etc.Maintain per-customer view of reported issues; regularly communicate with customers, sales account teams and Wavefront Product Management and EngineeringTake full ownership of assigned customer engagements, to the point where you feel responsible for the success of the customer’s deployment addressing their business needsParticipate and partner with product development to help define and contribute to solutions and tooling based on customer requirements – contribute directly to the delivery of these solutions through scripting, coding, testing, documenting, demonstrating and/or showcasing at various conferencesWork closely with product management and product development team on problem solving, driving product improvements, diagnose issues and yield a solution (workaround or long-term solution) to a customer in the fastest possible timeFluent in at least 1 programming language, Knowledge of Java, Python or Go programmingKnowledge of efficient data structures, query parsing, and optimizationEffective in working both independently and in a team setting with other high performing technical architectsBachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experienceTo learn more about Tanzu watch this video. #teamtanzu Category : Engineering and TechnologySubcategory: Software EngineeringExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2020-05-13VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at ****Employment Opportunity Statement: 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.,identifier:Dell Careers,title:Customer Success Engineer (Tanzu Observability by Wavefront),url:****Alto,addressRegion:California,addressCountry:United States,streetAddress:,postalCode:}}}

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