Global Liaison

VMware is the leader in virtualization and cloud infrastructure solutions that enable businesses to thrive in the Cloud Era. A pioneer in the use of virtualization and policy\-driven automation technologies, VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace.

The position for Global Liaison is focused on improving customer satisfaction and time to resolution for escalated issues around the globe. This individual will act as AirWatch’s ambassador to the customer and as the customer’s advocate within AirWatch on behalf of global teams. Global Liaisons will coordinate resources both internally and externally to interface with Senior Management, Support, Engineering, Sales and Customers to resolve business, and technical issues on all products and services.

•Be single point of contact for global teams on escalating issues •Track, analyze trends, and create reports on escalated issues •Assist global teams in troubleshooting and defining action plans to bring support issues to resolution •Ensure the customer’s voice is heard throughout the support process •Provide regular updates to internal and external stakeholders as well as executive leadership •Set correct expectations and drive relief and resolution through effective communication •Monitor progress of incidents and work with Global Escalation Team and Product / R&D Teams to ensure appropriate resources have been allocated and that resources are pro-actively trouble-shooting the incident •Identify areas of opportunities to improve AirWatch products •Collaborate with the Global Escalation Team and Regional Escalation Managers to ensure process alignment and best practice refinement •Review root cause of escalations and work with appropriate resources to insure continuous improvements of AirWatch product •Create and maintain lines of communication with internal resources (Sales, TAMs, Services, Support, SMEs, R&D) •Travel to customer sites and VMware Offices, as necessary •Take an ownership role on escalating critical customer issues and help drive through resolution •Continuously review AirWatch SOPs and create best practices for GL’s

•Ongoing knowledge of AirWatch products and known issues, best practices •Strong knowledge of SQL, Networking, Windows Server, Exchange, IIS, and REST API’s •Experience troubleshooting highly integrated web applications •Extremely proficient in Customer Service skills •Excellent Communication skills; written and verbal •Excellent Customer Service skills •Strong relationships skills working with various cross-functional departments •Effective working with global teams and other international operations •Ability to excel under pressure and tight deadlines •Ability to work independently and perform well under minimal supervision •Ability to travel domestically and internationally as needed (<20%) •Ability to work flexible hours