Job type full-time
Full job description
Act as the primary interface for local escalation management
Prioritize & drive escalations with continuing product development (cpd) to ensure visibility, traction and ultimate closure.
Ensure the customer’s voice is heard throughout the escalation process.
Set correct expectations and drive relief and resolution through effective communication.
Monitor customer problem reports (pr’s) and work with the global escalation manager and engineering to ensure appropriate resources have been allocated and the sr’s/pr’s are being actively handled in an appropriate manner.
Provide regular regional status updates for all escalated service requests.
Identify, trend, document escalation trends & collaborate with the product support engineering organization on product defects and trends.
Collaborate with the infrastructure functions required in escalations management.
Analyze escalation performance metrics.
Collaborate with the global escalation manager and other em’s to ensure process alignment and best practice refinement.
Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.
Create and maintain lines of communication with field teams (se, sales, and tams).
Travel to customer sites and vmware offices as required.
Take an active role on escalated critical customer issues as may be required.
Skills & requirements:
Must be available to cover weekend shifts as required
Display a strong sense of urgency
Strong written, verbal communication and presentation skills
Ability to drive escalations through defined process to resolution
3 years in technical support preferably of a software product, and ideally an enterprise software product
Strong negotiation skills
Strong conflict management skills
Demonstrated experience influencing people across functional boundaries
Demonstrated effectiveness working with global or international operations
Ability to work effectively in high stress situations
Bs computer science or equivalent work experience
This job requisition is not eligible for employment -based immigration sponsored by vmware.
This role is fully remote and can be done anywhere in the united states.
For positions located in colorado: this position has a minimum base salary/ote* which starts at $96000Bonus, commission, and/or equity may be eligible for this positionAdditional benefits for this position can be found at https://benefits.vmware.com/*note: disclosure of colorado pay and benefits required per sb19-968.
Category : services and consulting
Subcategory: technical account management
Experience: manager and professional
Full time/ part time: full time
Posted date: 2021-09-30
Vmware company overview: at vmware, we believe that software has the power to unlock new opportunities for people and our planetWe look beyond the barriers of compromise to engineer new ways to make technologies work together seamlesslyOur cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globeAt the core of what we do are our people who deeply value execution, passion, integrity, customers, and communityShape what’s possible today at http://careers.vmware.com.
Equal employment opportunity statement: vmware is an equal opportunity employer and prohibits discrimination and harassment of any kind: vmware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassmentAll employment decisions at vmware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, hiv status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operateVmware will not tolerate discrimination or harassment based on any of these characteristicsVmware encourages applicants of all agesVmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.