VCF Support Account Manager (VCF SAM)

The VMware Cloud Foundation (VCF) division at Broadcom enables organizations worldwide to run their business-critical and modern applications in a secure, resilient, and cost-efficient manner. As a VCF Support Account Manager (VCF SAM), you will be responsible for optimizing and personalizing our customer's reactive and proactive support experience. You will advocate for their requirements and priorities, drive swift resolution, maximize uptime, and remove technical blockers. This 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 customers and various internal teams, collaborating 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 Support Request (SR) portfolio
• Overseeing and directing Support Requests to the proper resources
• Acting as the single point of contact for the management and escalation of all Support-related activities
• Coordinating remote and onsite support engagements and leading get-well plans for customers
• Providing advice and guidance to ensure successful ongoing usage and adoption of VCF and its components
• Identifying affected customer environments and assisting with the 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 of $71,000 - $113,000, plus eligibility for discretionary annual bonuses and equity. Broadcom offers a comprehensive benefits package including medical, dental, vision, 401(k) with company matching, ESPP, and more.