Job details
Job type full-time
Full job description
At vmware, we are preparing for the transformation of vmware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified customer experience and success teamThis has been as a result of many months of talking to our customers, as well as studying best practices in the software industryThis new organization will help to take vmware to the next level of customer satisfaction and successThis newly formed group has brought together various key functions and roles that are crucial to our customer experienceThis includes customer success, global services, technical support, premier support, technical account management and professional services.
Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areasWe lead with putting the customer at the center of everything we doThis new organization will be better positioned to transition to proactively and prescriptively guide our customers to value realization outcomesWe will do so through designed and reconciled winning customer experiencesOur team will lead the way servicing our customers programmatically and help scale customer success to do the sameFurthermore, we expect this team and with laser-focus commitment to our customers to help accelerate vmware’s evolution to a software-as-a-service company and significantly raise vmware’s net promoter score (nps).
In the customer success innovation and intelligence team, our goal is to enable the organization to deliver repeatable customer experiences that drive outcomes and value for our customersAs a senior analyst, you will be responsible for leading data analysis, insights, and reporting on our voice of the customer program to advise our business partners on key decisions.
This position requires strong analytical skills, impeccable business acumen, and ability to distill actionable insights from disparate data sources (e.g., survey, operational, and secondary data)If you love data, are a strategic thinker, and want to drive business impact, we would like to hear from you!
What is in it for you?
You`ll be a key member of the vmware team that has built a rare business environment - one of energy, creativity, collegiality and collaboration
You will join an atmosphere that is fun, casual and invitingIn keeping with vmware`s roots as a successful entrepreneurial, start up.
You will have the opportunity deliver impactful results to the customer experience and success team while building your skillset and experience
Job requirements
Perform analysis of voice of the customer data and customer success for smb segment data to arrive at illustrating trends with product adoption, consumption, and customer experience
Derive and illustrate customer experience and customer adoption stories for socialization to stakeholders and leadership
Partner with voice of the customer research team members to identify and synthesize customer patterns, trends, or other insights back to leadership and other stakeholders to influence customer experience improvements across the company
Cleanse and maintain voice of the customer data and ensure data integrity
Build and deploy easy-to-use customer data visualizations in tableau for both leadership and customer-facing personnel
Research and perform product consumption analysis
Collaborate with customer intelligence data science team on creative ways to predict customer experience and customer outcomes in relation to the customer journey
Explore and discover new data sources to expand customer intelligence’s customer data footprint
Qualifications
Experience with advanced data management, analysis techniques, and proven working experience as a data analyst or business data analyst
Advanced experience with reporting packages (webi, tableau, power bi, etc.)
Deep experience with statistics and statistical packages for dataset analysis (excel, spss, sas etc.)
Analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Ability to understand highly technical business environments and needs to build solutions
Bachelor’s degree or equivalent experience
Exceptional problem-solving, strategic, and analytical skills combined with excellent business acumen
Strong organizational skills, excellent execution and follow through
Outstanding communication, written and verbal skills and demonstrable ability to communicate appropriately at all levels of the organization
Excellent at visualizing data, synthesizing insights, and storytelling with data
Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels to deliver results
Knowledge of voice of the customer, customer success, customer experience strategies a bonus but not required
Bs/ba degree (or equivalent) in a quantitative field, business, or market research
Vmware
Our people transform the impossible into the essentialWe challenge the status quo by inventing better ways of doing thingsOur culture is one of possibilitiesWhere everyone is empowered to achieve success on their own termsAnd together, we are crafting the future of business in a digital world.
At vmware, we have epic2 values - execution, passion, integrity, customers, and community are what define usLearn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.htmlWe want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forwardIn return, we offer the freedom to define and lead your futureVmware diversity: http://www.vmware.com/company/careers/people-at-vmware.html
This job requisition is not eligible for employment-based immigration sponsored by vmware
Category : business strategy and operations
Subcategory: systems analyst
Experience: manager and professional
Full time/ part time: full time
Posted date: 2021-09-21
Vmware’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 teamsWe are driven by our service code of customer advocacy, trusted guidance, and cross-functional team workThe customer success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their vmware investmentsIf 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.
Vmware company overview: at vmware, we believe that software has the power to unlock new opportunities for people and our planetWe look beyond the barriers of compromise to engineer new ways to make technologies work together seamlesslyOur 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 globeAt the core of what we do are our people who deeply value execution, passion, integrity, customers, and communityShape 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 harassmentAll 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 operateVmware will not tolerate discrimination or harassment based on any of these characteristicsVmware encourages applicants of all agesVmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
