Escalation Manager - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity?Are you passionate about learning new technology and solving complex problems for key customers? VMware has an Escalation Management role for you. You will be working on the latest and top-of-the-line technology suite, becoming an expert in the industry.  Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?As an Escalation Manager, you are laser-focused on helping our customers by creating environments that foster collaboration and precise execution in crisis situations. This individual will act as VMware’s ambassador to the customer and as the customer’s advocate within VMware. Learn VMware Global Support processes and procedures and begin managing critical situations for our top customers.

Learn VMware products and services and obtain VMware VCTA certification

Set individualized goals aligned with larger VMware EM strategy

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?As an Escalation Manager, you will be responsible for managing complex customer incidents by providing executive updates to external and internal audiences, enabling collaboration across VMware resources, and bringing the situation to a resolution. Skills for success are calm under pressure, always curious/always willing to learn, strong executive communication skills (written and verbal), and someone who embraces challenges.  To be successful in this role, you will:Provide clear and concise communication that inspires confidence to internal and external stakeholders.

Asking the right questions to ensure clarity and alignment across teams during high-stress situations.

Build relationships across VMware to enable effective collaboration to resolve complex situations involving one or many VMware products and services.

Looking ahead to pro-actively prevent other customers from hitting similar situations by implementing process improvements, creating knowledge, or building tools.

Work in an environment of trust, ongoing development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success. The hiring range for this position is typically: $79,0000 - $107,000.00. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at https://benefits.vmware.com/. Note: Disclosure of Colorado pay and benefits required per sb19-968.Remote: this role is fully remote and can be done anywhere in the United States.#LI-JJ2Category : Client SupportSubcategory: Technical SupportExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2022-05-04Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliverVMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our 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 globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape 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 harassment. All 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 operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.