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Job Description

Broadcom’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional teamwork.

Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their Broadcom investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.

Job Role and Responsibilities

We are looking for a Digital Customer Success Program Manager to deliver digital customer success to our End-user Computing customers.

Are you passionate about the customer experience?
Do you enjoy analyzing customer data to develop targeted customer programs?
Are you seeking to collaborate across different teams and customers?
Do you thrive as part of new team and in a start-up style environment?

If this sounds like you, then you would be an ideal and welcomed addition! This role:

Monitors and reviews customer engagement data for large customer segments across the Broadcom customer journey including product consumption & adoption, customer health, renewal risk and expansion opportunities.
Designs and builds digital outreach programs – identifies digital channels (i.e. web, email, in-app) & 1 to many programs, creates content & copy, leads testing, monitors results.
Creates workflows and playbook execution materials as needed.
Identifies trends in risks to product adoption and new use case opportunities, defines and executes appropriate plays.
Coordinates with appropriate Broadcom customer-facing teams and partners as appropriate including CSMs, Support, TAMs, PS, Renewal Sales, etc.

Required Skills:

Bachelor’s Degree
2-4 years’ experience in customer success, technical account management, or customer marketing roles.
Understanding of B2B software products and how Customer Success improves product usage, customer health and retention.
Strong data evaluation skills – the ability to extract insights and trends from various sources, communicate insights about customer segments and make recommendations to improve consumption, usage & customer health.
Strong focus on the customer experience.
Strong organizational skills & program management skills
Ability to work in a start-up environment
Minimal travel required

Preferred Skills:

Experience with Gainsight, CRM, a Customer Success or marketing automation platform is preferred.
Experience with Broadcom products including end-user Computing or multi-cloud, or other related technology is a plus.

This job requisition is not eligible for employment-based immigration sponsorship by Broadcom.

For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $79,000 - $177,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at https://benefits.vmware.com/. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process. This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

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.

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Digital Customer Success Program Manager