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VMware App Modernization Technical Account Manager (Tanzu Data Services)

Company: VMware, Inc.
Location: Raleigh
Posted on: June 12, 2021

Job Description:

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Job Description

About Us

Ready to build? So are we. Come join VMware's new exciting Modern Applications Business Unit (MAPBU) team, made up of products and services under the Tanzu portfolio to help customers build, run and manage their most important applications. We build applications with velocity to run in a cloud-native environment, run open-source Kubernetes with consistency, and manage our customers' entire footprint with confidence to help them achieve their business outcomes. At VMware, 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.

You

You understand enterprise customer expectations of the software support experience, enjoy building relationships and learning your client's ecosystem, serving as their trusted advisor and liaison, and you judge your success by your customer's success and happiness. You may never have held the title of Technical Account Manager; you might have been a senior admin or software developer, or just the person who knows how to fix complex issues and collaborate to prevent future problems while keeping everyone well informed. You thoughtfully assist customers and colleagues by listening, connecting the dots, and documenting the situation and solution. You consult with VMware MAPBU support, development, or escalation engineering as needed to address critical problems that frequently require the development of unique and creative solutions. You are personable, and bring professionalism, intuition, communication and technical agility to your daily interactions. You hold values related to kindness, helpfulness, self-awareness, and continuous learning.

Us

In VMware MAPBU, we are passionate about providing our software customers with the highest level of service. We work in small teams around the globe, supporting customers 24x7. We believe in doing the right thing and working at a sustainable pace - typically 8 hours each day with occasional weekend support rotations. We are also passionate about our people, building on individual strengths, and encouraging continuous learning and certifications. And, when you're off work, we want you to relax, recharge, and refocus.

Job Description

As an App Modernization Technical Account Manager (AMTAM), you will build and maintain relationships with VMware's customers that have real passion for technology and the opportunities that it can bring to our life. With these customers, you will be a major focal point for everything that is related to VMware for different teams and levels from the most technical to the most senior executive. You will escort and guide them in their journey to be market leaders by using newest and most advanced technologies in information technologies. You will also play a key part in representing your customers in VMware, sharing their experience and wishes with the account teams, support and product managers, helping to draw the shape of our products and contribute your point of view for our shared success.

Your Day

As an App Modernization Technical Account Manager, your work day is focused on a small number of clients who recognize and relate to you as their central point of contact for VMware Tanzu product support issues, including proactive technical support, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer's complex and often mission-critical environment. You communicate regularly with customers and use your knowledge of their architecture to develop support plans, upgrade plans, and status reports recognizing their priorities, challenges, initiatives, and potential areas for improvement. You use your judgment and technical expertise to identify, document, and report issues with design, reliability, and maintenance issues. You act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.

Responsibilities

* Be there for your customers. Help them to build their business for success and transform from customers to partners to the digital journey

* Like to think out of the box? Use your skills to help your customers to take the technology to the limit and utilize all that our products can give them. Our customers love to see their investment being fulfilled and you will make sure that they do.

* Help the customer to translate business requirements to technical solutions by building knowledge and understanding of the possibilities presented by different platforms.

* Do you like connecting with people? Be the messenger that breaks down the corporate silos between different technical teams and business teams using simple language and personal skills.

* When troubles come, the AMTAM rises! Not everything always goes smoothly. At those points you will take leadership on the situation and help everyone to get back on track.

Required Skills / Experiences

* Highly developed interpersonal skills: team player, self-motivated and proactive attitude

* Strong familiarity with Linux, including Networking and troubleshooting (pstack, strace, gdb, etc.)

* Production DBA experience including patching and upgrades

* Work experience with distributed MPP systems (i.e. Greenplum, Netezza, Teradata) is a plus

* Familiarity with PostgreSQL or similar technologies (psql, patroni HA, etc.)

* Strong knowledge of data normalization and data relationships

* Strong analytical and problem solving skills with ability to manage critical and complex issues in high-pressure environments

* The ability to juggle conflicting priorities and demands, and deliver on time

* Confirms and clarifies information gained from listening to customers before transmitting / sharing

* Effective at working independently and in a virtual team setting

* Presentation skills, hosting and running remote customer meetings

* Able to conduct presentations to c-suite-level customer stakeholders as well as engaging with technical leaders

Desired Skills

* Familiar with Ruby, Rails, GO, .NET and/or Java

* Container technologies such as Docker or container orchestration tools like CoreOS, Docker Swarm, Kubernetes, etc.

* Iaas/Cloud Infrastructure (e.g., AWS, Azure, OpenStack, vSphere, etc.)

* Articulates VMW's aim and position clearly. Identifies clearly the aims of customers and other parties. Diplomatically negotiates equitable solutions. Prepares thoroughly, supporting with robust facts and information

* Ticketing systems such as Jira and Salesforce Service Cloud

* This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil, and therefore any offer will be contingent upon verification of both of these requirements

If you have real passion for people and technology, come and help us change the world for our customers and their customers!

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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Keywords: VMware, Inc., Raleigh , VMware App Modernization Technical Account Manager (Tanzu Data Services), Other , Raleigh, North Carolina

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