Within the first 4 months, you will have a good understanding of your customer’s product usage, business use cases, and technical architecture, and build trust among internal teams and customers. You will also have consistent control of low to medium-level escalations and complete the quarterly trainings.
Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization. You will have your VCP Certification in the first 6 months and have the ability to: proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, identify SR trends and create action plan(s) as required, and increase customer confidence in our platform and Support delivery.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
You own and are responsible for driving our premier customers’ support experience. The type of work will include but not be limited to the following:
Coordinate and lead recurring weekly/biweekly/monthly meetings with your customers to review their SR portfolio, identifying status, dependencies, and prioritization. Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal.
Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolution.
Act as the single point of contact for the management and escalation of all Support-related activities by partnering with Account Teams and TAM (where applicable). Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.
Coordinate all remote and onsite support engagements and lead get-well plans for customers to identify negative trends and act accordingly with internal teams to improve the Support experience.
Provide advice and guidance to ensure successful ongoing usage and adoption of VCF and its components. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.
Identify affected customer environments, communicate, and assist with the resolution of any VMware Security Advisories.
Work with the Proactive Services team to identify potential issues in customer environments and communicate them to customers along with the impact and steps for resolution.
Document and deliver formal and informal root cause analyses as needed for critical customer situations.
Participate in Executive Business reviews and provide details that identify issue trends, corrective actions, and training opportunities based on customer SR data.
What is the leadership like for this role? What is the structure and culture of the team like?
The hiring manager for this role is a part of several Senior leaders in the VCF Support organization with multiple years of experience in customer-facing roles. The team is proud of the unique model within Support that emphasizes collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion. In this role, expect to be challenged occasionally to bring your best, and your efforts will be widely acknowledged and rewarded.
Requirements:
Bachelor’s degree plus 5+ years of related experience OR Master's degree plus 3+ years of related experience. Relevant years of experience in lieu of a degree may be considered.
Notes:
This is a full-time in-office position at the posted locations.
This position does not qualify for Immigration Sponsorship. Must have legal authorization to work in the US
Additional Job Description:
Compensation and Benefits
The annual base salary range for this position is$71,000 - $113,000.
This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.
Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
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Confirmed live in the last 24 hours
Designs and supplies semiconductor and software solutions
$71k - $113k/yr
Senior
No H1B Sponsorship
Atlanta, GA, USA
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Broadcom Limited designs and develops semiconductor and infrastructure software solutions for a wide range of clients, including enterprises, data centers, and telecommunications providers. Their products focus on enhancing data processing and connectivity, which are essential for applications in networking, broadband, wireless communications, and data storage. A key offering is the DX Unified Infrastructure Management solution, which helps manage various infrastructure environments, including traditional, public cloud, and hybrid setups, ensuring they perform reliably. Broadcom stands out from competitors by providing a comprehensive suite of high-performance products tailored for efficient data management and connectivity. The company's goal is to enable optimal performance and reliability in technology and infrastructure markets.
Company Size
10,001+
Company Stage
IPO
Headquarters
San Jose, California
Founded
2005
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Employee Assistance Program
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