VCF Support Account Manager (VCF SAM)

The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business critical and modern applications in a secure, resilient, and cost-efficient manner. As a 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 support experience by advocating their requirements and priorities that drive sift resolution, and maximum uptime and removing technical blockers. The role provides a unique opportunity to interact daily with top-tier, strategic customer organizations from varied industries and allows you to have a significant impact on the customers' experience and success. You will build strong relationships with the customer(s) and various internal teams, with frequent collaboration across technical, sales, and operational teams to drive adoption and consumption of VCF and ensure that VMware by Broadcom is delivering overall best-in-class Support services.

Key responsibilities include:

• Coordinating and leading recurring meetings with customers to review their SR portfolio
• Overseeing and directing Support Requests to proper resources
• Acting as the single point of contact for management and escalation of Support-related activities
• Coordinating remote and onsite support engagements
• Providing advice and guidance for successful usage and adoption of VCF and its components
• Identifying affected customer environments and assisting with resolution of VMware Security Advisories
• Working with the Proactive Services team to identify potential issues in customer environments
• Documenting and delivering root cause analyses for critical customer situations
• Participating in Executive Business reviews

The ideal candidate will have 5+ years of related experience and a Bachelor's degree (or equivalent experience). This is a full-time in-office position with a competitive salary range and comprehensive benefits package.