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Job Description - Business Engagement Manager

The Business Engagement Manager will act as an advocate for customer needs within VMware's technical operations organization. They will communicate with engineering and customers to coordinate support, address issues, and provide updates on projects. Additionally, the manager will work with technical operations to manage tier 2 and 3 projects, using project management best practices. Key responsibilities include representing customers, facilitating communication, and coordinating efforts to resolve support issues. A minimum of 5 years of customer support experience and 2 years of project management experience are required for the role.

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194 views2 pages

Job Description - Business Engagement Manager

The Business Engagement Manager will act as an advocate for customer needs within VMware's technical operations organization. They will communicate with engineering and customers to coordinate support, address issues, and provide updates on projects. Additionally, the manager will work with technical operations to manage tier 2 and 3 projects, using project management best practices. Key responsibilities include representing customers, facilitating communication, and coordinating efforts to resolve support issues. A minimum of 5 years of customer support experience and 2 years of project management experience are required for the role.

Uploaded by

siaj
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Job Description Business Engagement Manager Technical Operations, R&D The Business Engagement Manager (EM) will provide

e leadership and communications support for VMware Engineering Business Units that require TechOps resources. The EM will represent customers needs in the capacity of an internal advocate across VMwares TechOps organization with the skills and knowledge to quickly address specific support requirements such as the End 2 End procurement process. The EM must have a deep understanding of their customers lab environments, as well as their business challenges and objectives to provide escalation management and representation of the customer to the rest of TechOps as needed. The EM will act as the liaison between key Business Units and TechOps resources by providing progress and status to all parties involved. The EM will utilize diplomacy and build trust in order to develop a strong a relationship with the customer in order to better represent the customers needs. In addition to supporting the R&D business units, the EM will also act as project managers for Tier 2 and Tier 3 projects often originating within the TechOps organization. At the minimum, a basic understanding of the entire project management life cycle is required. The EM will follow the project management best practices documented within the TechOps PMO. Responsibilities: Perform the EM role as documented. Basic services include: Represent customers in lab planning meetings Coordinate efforts to resolve issues Communicate and influence the priority of projects, requests and issues Provide periodic updates to customers regarding projects, requests, issues and special activities Facilitate communication between business units and TechOps Facilitate business unit to business unit communication as needed In conjunction with the rest of the team, work towards maturing the offerings of the Business Engagement Manager program through design and implementation of continuous improvement ideas Act as a project manager for Tier 2 and Tier 3 projects chartered by the TechOps organization

Requirements: Minimum 5 years of working experience in a customer relationship role such as a business technical analyst, engagement manager or technical account manager Experience building customer relationships in a support organization Minimum 2 years of working experience managing IT projects utilizing formal methodologies

07/22/2011

Critical Skills

Demonstrated ability to complete multiple tasks concurrently and deliver results in a fast paced environment Excellent verbal and written communication skills. Experience presenting and communicating to senior level management (i.e. Director level and above) Effective meeting facilitation skills and abilities to drive team participation and group decisions Excellent teamwork and leadership skills

Written and verbal communication skills; including the ability to present with a variety of customers and management at all levels Ability to influencing without authority Project Management Conflict Negotiation Ability to think critically; to identify problems and to facilitate real-time workable solutions

Desired Skills / Knowledge Working knowledge of networking and/or systems administration Working knowledge of industry standard server virtualization technologies Working knowledge of industry standard rack mount and blade servers Working knowledge of industry standard NAS or SAN storage hardware Business Process Improvement experience Education / Certifications B.S. in Computer Science or equivalent work experience in a related field Possession of (or actively pursuing) a Project Management Professional (PMP) Certification

07/22/2011

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