New Graduate - Customer Advocacy Specialist
The Elevator Pitch: Why will you enjoy this new opportunity?
The Customer Advocacy Team is at the center of a critical shift in the way VMware does business – to operate with a customer-first mindset. The role of the Customer Advocacy Specialist offers the opportunity to learn about the challenges our customers face and how VMware has helped them achieve success. You will learn the value of building relationships with our customers, our sales teams and other internal stakeholders, and what it takes to convert a customer into an advocate of VMware. You may be involved in end-to-end workstreams within the team such as determining whether a customer is at the right stage to approach for advocacy activities, ensuring that the team’s documentation is up-to-date and accurately reflects how our customers use our products, helping the team fulfill Sales and Marketing requests to close deals and shift industry perceptions about VMware, and even being involved in developing customer assets. This role is suited for someone who wants to hone their relationship-building, communication, and detail-oriented skills.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
- You will be expected to become familiar with the tech tools/platforms commonly used by the Customer Advocacy Team (Reference View, JIRA, the Customer Advocacy Source page and Customer Stories page on vmware.com, Smart Deck, and our various Smartsheets)
- You will be expected to learn about our Franchise Messaging and use cases, and align these with the challenges and business impacts of our customers
- You will work closely with the (core and extended) members of the team to become exposed to the different workstreams we are responsible for, ie, customer recruitment and relationship nurturing, asset development and amplification, request fulfillment and internal stakeholder communications.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
As part of the Customer Advocacy Team, you are expected to:
- Support the team’s effort to build effective business relationships with Sales Account Teams, Franchise Teams and BU representatives, Communications stakeholders such as the Integrated Storytelling, PR and AR teams, and the Digital Marketing team.
- Contribute to activities such as customer prospecting and recruitment, fulfilling Help Desk requests, Milestone Event support (customer participation confirmation) and asset development (inclusive of publishing).
- Help enforce best practices among Customer Advocacy Managers, Field Marketers, and other Story Owners to ensure messaging accuracy and hygienic documentation of customer activities.
- Assist with administrative workstreams such as building reports from tech tools; keeping decks, how-to documents, and trackers up-to-date; moving assets through reviews and approvals with various stakeholders; and communicating risks, progress, and proposed solutions as needed.
- Have the following skills: Communication, Accountability and Reliability, Detail Oriented and Methodical, Discerning and Strategic, Sense of Urgency and Prioritization
What is the leadership like for this role? What is the structure and culture of the team like?
Customer Advocacy is a global team composed of regionally-diverse people dedicated to customer recruitment, relationship-building, content development and amplification. While each member has their own role assignments and responsibilities, we are all high performing individuals who manage multiple workstreams concurrently within a flat organization. Our collective goal is to present a strong customer voice at every opportunity, and to nurture our customers into becoming advocates for VMware.
Where is this role located?
Remote: this role is fully remote and can be done anywhere in the United States, no state preferred
What are the benefits and perks of working at VMware?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.
- Employee Stock Purchase Plan
- Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
- Generous Time Off Programs
- 40 hours of paid time to volunteer in your community
- Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
- Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
- Wellness reimbursement and online fitness and wellbeing classes
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.