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VMware Senior Manager, Customer Success Operations / Gainsight Solution Architect - Opportunity for Working Remotely in Bridgeport, Connecticut

Location: Candidates can be *_remote anywhere in the United States_ _since t_ _his is a home-office based position_ _*_

Sr. Manager – Customer Success Operations: Gainsight Solution Architect

Our Company

VMware is a global leader in cloud infrastructure and business mobility. Built on VMware's industry-leading virtualization technology, our solutions deliver a brave new model of IT that is fluid, instant and more secure. Customers can innovate faster by rapidly developing, automatically delivering, and more safely consuming any application.

Our Organization

Are you ready to help transform an organization? So are we!

Come join VMware’s rapidly expanding Customer Success Operations team as we pave the way for the even more customer-centric, cloud-ready, software-as-a-service company.

By developing scalable Customer Success best practices via standardized frameworks and processes, we help enable a diverse group of Customer Success practitioners to deliver prescriptive, predictive, and proactive customer engagements; all aimed at driving customer value, customer health and consumption.

Job Description

Our Gainsight Solution Architects are the lynchpin for our operationalization of both our essential Customer Success processes as well as priority Franchise level requirements. You will engage with the stakeholders within your owned workstreams to consult, capture and solution requirements - > driving systemic consistency and excellence through the CS organization.


  • Own one or more Gainsight transformation workstreams (e.g. VMC, S360, TAM, Tech-touch etc).

  • Responsible for defining and maintaining 4 quarter roadmap (in-quarter: monthly breakdown, out-quarters – quarterly targets for capabilities).

  • Meet with Business Stakeholder – understand use case and capture the business requirement.

  • Act as Gainsight consultant to solution the requirement – meet with Valuize, Gainsight TAM and engineering teams as required.

  • Work with other solution architects to make sure that the deployed features align to a standard definition.

  • Work with the Engineering & QA teams to facilitate application feature delivery. Owns testing the feature before it is deployed in the PROD Environment.

Required Qualifications

  • Deep technical understanding of Gainsight and VMware's instance (SFDC experience desired).

  • Gainsight Administrator certification.

  • Understand Data Structures.

  • Understand Customer Success - Clear understanding and vision of VMware's CS Operations strategy and operations approach.

  • JIRA, MS Office

  • Stakeholder management – work directly with Business Unit leaders to understand and deliver business critical capabilities.

For positions located in Colorado: This position has a minimum base salary/OTE* which starts at $106,000 . 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

Our Employees

At its best, VMware is a place, where we are valued for the complete people we are, where extraordinary progress is achieved for ourselves, our teams, our company, our customers, and our communities – and where even more progress is desired and expected. VMware is a powerful platform for all of who we are – individual, colleague, pioneer, citizen – a place where empowerment, accountability, and responsibility become the traits of ownership, and where each of us can own our future and achieve success through our own actions, on our terms.


Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And 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 us. Learn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.html . We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware 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: Business Operations Analyst

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-10-13

VMware 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.