Director Cloud Customer Experience VMware Palo Alto

Job Description:
VMware is looking for an exceptional software development professional who will lead defining and delivering a world class customer experience for our service-based platform within the vCloud Air portfolio.
This role will actively engage with Engineering, Product Management, Product Marketing, pre-sales, customers, and Partners. We are looking for candidates who have a strong background in enterprise management, Software-as-a-Service Infrastructure, platforms and services.

The Director of Customer Experience will be responsible for defining, prioritizing, planning and driving the execution of the customer experience vision within all aspects of the VMware Common SaaS Platform. The ideal candidate must possess business acumen as well as engineering wherewithal in order to be able to strategize, drive and bring their vision to market. This role must work extensively with customers while working cross functionally with Product Management, Product Marketing, Engineering, Sales, Corporate Marketing and Alliance Partners in order to successfully prioritize features and develop the products and encompassing ecosystem of supporting services that our customers WANT to experience.

Cloud Customer Experience Leadership

Deliver an industry leading Customer Experience

Develop detailed CX Vision, Roadmap & Requirements

Focus on Cloud Journey from Acquisition, 1st Time User Experience to lifecycle activities

Address Customer Experience for End Users, Internal Service teams and vCloud Air Network Partners in the Future

Co-ordinate and lead Cloud Service Platform(CSP) CX with User Experience (UX) Team

Collaborate customer experience requirements with VMware SaaS Product Management

Lead and drive interlock with product marketing management teams

On-boarding and launching new SaaS Offerings

Evangelize SaaS Best Practices

Develop KPIs and reporting methods to measure customer experience performance to drive ongoing evolution and improvement

The successful candidate will be a tenacious, ambitious, self-starter with a passion for defining a scalable, extensible service platform and will serve as a strong advocate for our customers

8+ years work experience in SaaS software or technology lead in an enterprise software company

Experience with enterprise customers

Strong analytical and organizational skills

Exemplary skills in creative problem solving

Superb verbal, written and presentation skills. Ability to team with and influence people at all levels across functions is required

A team player with passion, initiative, and leadership ability

Prior experience in enterprise and cloud management, platform a big plus

BA/BS required; BS in Computer Science/Engineering/Mathematics plus, MS/ MBA preferred

Travel up to 25%

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