Customer Success Engineer III

Position: Customer Success Engineer III - IN
Job Family Summary

Serves as a single point of contact for technical consultation, for a designated customer base in Private Cloud
Provides consulting service to customers, developing technical, tactical and strategic plans related to systems definition and feasibility determination
Propose and implement system enhancements, assessing the compatibility and integration of products/services proposed to ensure integrated architecture across interdependent technologies
Provides escalation coverage for dedicated customer base
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed

Career Level Summary

Requires in-depth conceptual and practical knowledge in Private Cloud discipline and basic knowledge of related job disciplines
Solves complex problems. Works independently, receives minimal guidance. May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives
Acts as a resource for colleagues with less experience
Works independently, receives minimal guidance
May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives
Acts as a resource for colleagues with less experience
Level at which career may stabilize for many years or until retirement

Critical Competencies

Focusing on customers - Anticipates current customer needs and identifies customer preference trends/patterns. Develops long-term relationships with key customers by creating trust and treating them as a priority. Creates customized customer solutions for complex service offerings
Investigating Issues - Regularly seeks out new opportunities to develop expertise, recognizing the value and importance of learning and development; acquires and assimilates new knowledge at a fast pace. Adopts a practical approach to work; finds out how to do things by doing them; works to make sure that a method is workable and viable. quickly; identifies a number of ways to improve things and trusts own intuition about which methods will work best
Knowing My Organization - Demonstrates advanced knowledge of the organization's product/service offerings, and helps the team understand the key features and associated benefits across the entire suite. Demonstrates understanding of team structure and dynamics and identifies key relationships to develop for the benefit of the team. Maintains and actively promotes the organization's values, consistently demonstrating expected behaviors

Key Responsibilities

Lead and deliver Monthly Service Reviews (MSR) and Quarterly Business Reviews (Q ) with customers, presenting infrastructure performance, availability metrics, and service improvement recommendations
Develop, maintain, and execute the Technical Account Plan (TAP) aligned with customer business goals, VMware architecture standards, and cloud strategy
Define, plan, and drive VMware migration and upgrade strategies (vSphere, vSAN, NSX, vRealize Suite, Aria Operations, SDDC etc.) to ensure seamless transitions and minimal service disruption
Act as the primary technical advisor and escalation point for the customer's VMware private cloud environment. Proactively manage Data Stores capacity, ESXi / VM performances, Network Bandwidth utilization observations and analysis, Backup and patching observation and resolution of the challenges, vulnerability management and remediation
Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation
Drive all major technical events, including upgrades, migrations, DR tests, and incident recovery, ensuring end-to-end coordination across technical, support, and operations teams. Oversee and plan Switches, Firewalls, Load balancer upgrades, Vcenter, ESxi upgraes. ESXi migrations, Zerto configuration for replication and DRE
Perform proactive health checks and capacity assessments, using VMware tools and telemetry data to identify risks, optimization opportunities, and performance trends
Collaborate with product, engineering, and support teams to resolve complex VMware infrastructure issues and track corrective actions to closure
Ensure compliance with VMware architecture best practices, security standards, and lifecycle management policies
Identify and implement service improvement initiatives focused on availability, resilience, automation, and performance optimization
Provide technical enablement and knowledge transfer to customer teams, helping them maximize value from VMware technologies
Stay up to date with VMware roadmap, product enhancements, and emerging technologies to guide customers on modernization and transformation initiatives
Responsible for collaboration with implementation & solutioning teams with your assigned customers new builds
Supports Client Executives in the preparation of customer visits; in the creation…