[Hiring] Customer Success Manager @Omnissa

Role Description

The Customer Success Organization allows you to be flexible in the way you work with your customers. Every day is different as you will partner with your customers to achieve their desired business outcomes. We create long-term impact while driving near-term results.

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

• Within 1 month of employment, you will be able to:
  • Successfully develop relationships with key stakeholders within your assigned accounts and the internal account teams.
  • Understand Omnissa's EUC platform and services, including Workspace ONE UEM, Workspace ONE Access, Horizon, and Workspace ONE Intelligence, and how they combine to deliver a unified digital workspace.
  • Get familiar with the internal Customer Success tools and processes.
  • Leverage the attributes of community by reaching out to team members and learning from experience.
  • Effectively facilitate communication between customers and internal teams regarding customer priorities.
• Within 3 months of employment, you will be able to:
  • Think strategically about customer success and adapt your approach based on individual and customer needs.
  • Manage a variety of customers across industries and product lifecycles by combining direct touchpoints and automation.
  • Speak credibly to common EUC deployment patterns.
  • Serve as a customer advocate in driving industry best practices and customer use cases internally.
  • Partner with your customers to build and maintain business outcome focused Success Plans mapped to their adoption of the Omnissa platform.
• Within 6 months of employment, you will be able to:
  • Proactively identify ways to maximize customer growth, increase consumption, and retention opportunities across the Workspace ONE and Horizon portfolios.
  • Use Workspace ONE Intelligence and DEX insights to demonstrate measurable value, identify adoption gaps, and drive data-informed success conversations.
  • Manage multi-level customer engagement that maximizes the relationship and knowledge of the customer.
  • Help develop a roadmap for future deployments based on customers' specific business drivers.
  • Contribute to the library of customer success assets and thought leadership.
  • Live and breathe Omnissa's values to ensure success.

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

• Maximize the value of a customer's investment, aim for an increase in utilization, and identify new opportunities while ensuring customer retention.
• Develop and manage Customer Success Plans for your customers.
• Guide customers through adoption milestones across the Omnissa stack.
• Collaborate with the support, engineering, sales, and architect teams.
• Build strategic relationships with customer business decision makers and key stakeholders.
• Foresee risk and implement mitigation strategies to ensure customer health.
• Work with the product management team to ensure customer feature requests are addressed.
• Build and nurture relationships across accounts.
• Deliver business and technical presentations from admin to an Executive-level audience.
• Travel up to 20% of the time.

Qualifications

• Working knowledge of the Omnissa EUC portfolio, or equivalent experience with the legacy VMware EUC product line.
• Understanding of core EUC concepts.
• Familiarity with adjacent enterprise ecosystems.

Requirements

• Hands-on administration experience or industry certifications in Workspace ONE or Horizon.
• Experience guiding customers through platform migrations.
• Ability to interpret product telemetry and adoption data.
• Experience with ITSM and productivity ecosystems commonly integrated with EUC platforms.

Benefits

• Employee ownership.
• Health insurance.
• 401k with matching contributions.
• Disability insurance.
• Paid-time off.
• Growth opportunities.

Company Description

Omnissa is shaping the future of End User Computing with innovative solutions that empower organizations to deliver seamless, secure digital workspaces.