Director - Customer Experience - APJ - VMware - Singapore

Job description
VMware Customer Advocacy team has a singular goal: Understanding all aspects of end user engagement to drive improvements across the company to create customers for life. The impact of this team and its mission touches every employee within VMware and naturally extends to the 450,000 customers we work with on an ongoing basis. A commitment to excellence pervades the entire Customer Advocacy team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers.
Role

The Director of Customer Experience will be responsible for creating and leading an APJ team to execute the Customer Advocacy program at VMware. He/she will closely work with all functions at VMware to drive an optimal customer and partner experience in their dealings with VMware.

This person will develop strategies to measure, track, and improve ease of doing business with VMware and implement or support improvement projects. On a day-to-day basis, they will lead a team of customer advocates who will help remediate customer or partner issues that our normal business processes are not handling properly. Key to this function is an understanding of the customer experience lifecycle and the ability to measure, prioritize and drive substantial and incremental improvement of all customer touch points across the lifecycle.

The ideal candidate will be passionate about customer success and thrive in fast paced environment. This role will require excellent communication skills while engaging with a wide variety of audiences at technical, business and executive levels. This role reports into the Vice President, Customer Advocacy.

Responsibilities:

* Drive Customer Advocacy focus areas by setting long term strategy to drive adoption, acceptance, and maturity at VMware; these focus areas include VoC Insights analysis and communications, overseeing and remediation of ‘exceptional’ situations, overseeing root cause analysis of ‘exceptional’ situations for future prevention, and overseeing a portfolio of recommendations and action plans that improve the APJ customer experience.

* Track key touch-points in the customer experience to identify defects, and opportunities for improvement

* Communicate customer and partner insights to drive decision-making throughout the Americas field organization with clear accountability for improvement

* Accurately distinguish which issues are critical, demonstrate flexibility when prioritizing those issues, and negotiate timelines and scope with business owners/cross-functional teams, as necessary

* Represent Customer Advocacy in key initiatives across the APJ leadership team. Represent APJ VoC priorities with our corporate leadership team.

* Serve as an active partner across all functional disciplines to drive improvements that increase customer and partner satisfaction with VMware

* Ability to develop the strategy and deliver the tactics on multiple projects simultaneously on time and on budget

Skills & Requirements:

* BA / BS degree MBA preferred

* Ten (10+) years of involvement in customer experience improvement processes

* Strategic and visionary thinker with extensive program management experience to drive cross functional improvement programs

* Encourage collaboration, fresh ideas, brainstorming, and experimentation

* Proven experience in analysis and setting of monthly and annual goals for key performance drivers

* Proven track record of delivering results above expectations

* Good understanding of end-to-end customer interactions from Prospect to Orders to Fulfillment to Product Usage to Renewal/Upgrade to Support & Services

* Understanding of technology (e.g. CRM, Portals, IVR) and best practices for how to deliver an outstanding Customer Experience

* Experience with Tools and Reporting to measure and evaluate Customer Experience

* Relevant functional experience in marketing, customer / partner support experience or IT

* Must be a self-starter, motivated individual who works well under pressure

* Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines

* Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment

* Ability to operate in both a strategic and detailed manner, while accommodating for global level concerns

* Ability to drive collaboration with functional and technical teams to achieve effective solutions

* Effective communication skills with all levels of management, including the ability to influence at the executive level

* Ability to travel approximately 25% of the time

Location Preference: Singapore

Is this a remote or multiple location position? Yes

Group AdministrationSales/FieldChannel/Alliances

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