Sr. Customer Onboarding Specialist

**Why will you enjoy this new opportunity?**

If you are passionate about delivering business and technology transformation at scale for some of the most innovative companies in the world - then this is the role for you.

Working as part of the Customer Success team in our Modern Applications and Platform Business Unit you will initiate a program of success for our customers. The Customer Onboarding Specialist (COS) own a critical transition of the customer lifecycle for our valued customers, beginning with customer onboarding, activation, and enablement. A successful COS builds impeccable first relationships and is highly skilled at ensuring a positive onboarding experience. The COS works closely with sales, services, customers and the CSM teams to onboard and accelerate the time to first value

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**

**Launch** **an Onboarding Function**

Over the first 6-12 months in the role you can work towards the following outcomes:

- In the first 30-60 days you will become competent with VMware's product offerings, with particular focus on VMware Tanzu Products and Services. Full training and support is delivered via self-study online and peer support from others in the team.
- Within 90 days of employment, you will be meeting with and working day-to-day with new Tanzu customers.
- You will work closely with colleagues in Sales, Solution Engineering, and Services to understand the profiles and desired outcomes for the customers within your portfolio.
- Within 6 months, you will be expanding your portfolio of onboarding customers and supporting their enablement and adoption leveraging VMware’s best practices.
- Within 12 months you are a strong customer advocate for your accounts with established relationships internally and externally. You will have also built a network of incredible colleagues in our global organization that you can call upon to drive success for our customers.

**The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**

Your regular activities may be modified to suit the needs of your customer portfolio, however you can expect a variety of the following:

- You will managing the initial customer onboarding and activation for all Tanzu SaaS products for assigned customers
- You will initiate successful customer engagements, both as a team member for complex engagements, and solo for simpler engagements
- A successful onboarding manager will anticipate customer needs and proactively address them throughout the onboarding phase, demonstrating lead time awareness, and ultimately positioning your accounts for rapid adoption.
- You will ensure timely and successful customer onboarding, enablement, and training to help customers realize the business value of our partnership and offerings.
- Maintain customer satisfaction by engaging the right VMware teams, removing roadblocks, and influencing product roadmaps in support of our existing customers.
- You will assist with onboarding-related support escalation to ensure issues are addressed and resolved as quickly as possible
- Stay informed of new products, solutions, and cloud deployment patterns to help customers align with best practices.

**What is the leadership like for this role? What is the structure and culture of the team like?**

This role will be part of the Modern Apps and Platform Business Unit CSM Organization. The team is led by Thomas Murray, Customer Success Director for Digital and Commercial Accounts who has worked with VMware since 2016 and has held a diverse range of technical and business leadership roles. Tom is a strong advocate for iterative planning and collaborative design and believes that leadership is not defined by title, encouraging all team members to be leaders and to work together to shape the future strategy of the team.

The team is distributed across the globe, and we are in an exciting phase of growth and development with many exciting opportunities ahead. The majority of the COM team will work from a VMware location. The collective experience of the CSM team is phenomenal, from technical experts to business leaders who have first-hand experience of digital transformation projects in previous roles. The team meet regularly together virtually and infrequently in-person to develop team strategy and learn together.

**Where is this role located?**

The COS team will work from a VMware location. You will be expected to live within a reasonable commute of the office.

**What are the benefits and perks of working at VMware?**
- Employee Stock Purchase Plan
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developm