VMware Senior Support Account Manager, AirWatch in Japan

Support Account Manager (SAM) will be responsible for building and maintaining post sales relationships with VMware largest and most complex customers. SAM will be assisting for Customer’s success and satisfaction in implementing and managing VMWare Products. You will serve as a trusted coordinator, ensuring successful VMware Product deployment and adoption. This high profile role reports to the Global Service Technical Support and is based in Tokyo, Japan.

SAM responsibility

  • Provide support request (SR) escalation and management

  • Facilitate regular review meetings, status updates and progress reports

  • Provide trend analysis and feedback based on your support activity

  • Design a customized support plan to help ensure quick escalation and resource allocation

  • Proactive and reactive services

  • Document and communicate environment knowledge to VMware technical staff to expedite troubleshooting efforts

  • Coordinate multivendor troubleshooting efforts

  • Promote regular and consistent communications between your organization and VMware internal groups, including support, engineering and management

Essential Functions:

  • Regular follow ups with customers with recommendations, updates and action plans

  • Escalate issues in a timely manner according to the procedures

  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to assist resolving customer issues.

  • Create SR status report and support topics for regular meetings

  • Focus on an wide area of technical knowledge and attend technical trainings

  • Work with Technical Support Engineers on regular bases and on cases which will need high escalation, you may co-work with engineering team

Requirements:

  • Good written and verbal Japanese communication and negotiation skills

  • Good writing and reading English skills

  • Good presentation skills

  • Good interpersonal communication and coordination skills are needed in order to work successfully with customers in high stress and or ambiguous situations.

  • Overall Work experience of 5 to 10 Years in Technical domain.

  • Experience in Cloud service will be preferred.

  • Basic understanding of the following technologies:

  • Deep understanding of the architecture in some specific area will be high advantage

Mobile Device Management

Network, Firewall, Security

Linux

Windows IIS/DHCP/DNS.

Windows 10

Mac, iPhone, Android device

TCP/IP

  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment

  • Logical approach to problem solving

  • Educational Qualification: Bachelor Degree Experience in providing voice based Technical Support is a key requirement

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.