PRIMARY RESPONSIBILITIES:
• Effective management of Support staff, including oversight of functional activities that contribute significantly to the overall image and quality of a professional support organization.
• Proven ability to promote a common company culture within the support teams consistent with the other worldwide teams.
• Improve overall customer satisfaction with VMware’s support delivery services, through rapid, high quality response and resolution for outstanding support issues.
• Optimize the provision of support services with special focus on the most support intensive areas of support delivery.
• Possesses a strong quality and process oriented background. Previous experience with a quality system certification, while not required, would be highly valued. Can manage through the extensive use of metrics and real-time data.
• Experience in successfully integrating the support functions of acquired companies into an existing technical support framework.
• Work with key stakeholders in the company including Engineering, IT, Sales, and Product management to drive end-to-end process improvement to introduce automation, integration, and new support services.
• Can serve as a customer advocate to drive key customer relationships for Support. Oversees case escalation and problem resolution for key accounts.
• Passionate about technical support and management
• Identify opportunities for efficiencies and improved processes in the customer support life cycle.
• Has the ability to develop innovative methods of providing support.
• Proven ability to maintain constant communication of all types within the support teams and cross-functional groups. Track record of accomplishment and effectiveness between cross functional organizations.
KNOWLEDGE AND SKILLS:
• Must develop a general knowledge of the assigned products and a working familiarity with all VMware products.
• Lead and/or being involved in Global Strategic Initiatives
• Be able to evaluate and analyze complex business and technical data and produce suggested changes based on these findings.
• Extensive knowledge and experience with the customer support request lifecycle.
• Should be capable of resolving conflicts, identifying alternatives, and providing solutions.
• Requires excellent interpersonal skills, ability to listen, problem solve, negotiate and communicate solutions.
• Organize and lead groups of people at various job levels.
• Be able to work well with other departments.
EDUCATION AND EXPERIENCE:
• 10-15 years of software industry experience, with 5-7 years in a senior management role.
• BS/BA degree or equivalent technical experience, MBA a significant plus.
• Proven track record of managing a large support team (100+) involving customer support, technical support and other Support related services with senior managers as direct reports.
• Have the belief and passion of Support as a key and integral part of the customer experience and a business enabler.
• Exercise and promote adherence to high quality standards for people and processes.
• Results driven; high integrity; ability to influence, negotiate and build relationships; superior communications skills; make difficult decisions and manage change.
• Track record of accomplishment and effectiveness within organizations.
• Strong understanding of technical support within the enterprise environment supporting large scale IT shops using an enterprise level software platform, product or application.
• Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable.
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