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Critical Account Leader

VMware - Brisbane Grove, NSW

Source: uWorkin

Source: uWorkin


GSS Org: Critical Accounts Program (CAP)


Critical Account Leader (CAL)

The Critical Account Leader (CAL) is a challenging leadership role focused on providing high-touch support to customers worldwide that are in an escalated state.

Your mission is to lead efforts for escalated accounts through both critical situation and critical account management, by coordinating resources internally and externally to solve complex problems. As a CAL you are empowered to lead and manage onsite and backline efforts with a goal to resolve technical and business processes issues related to the VMware solution stack by bringing structure, a strategy, resources, and executive visibility to these critical situations.

This role is best suited for those who thrive on problem solving at many levels and requires a strong mix technical and project management knowledge as well as experience with the business process aspects related to running mission critical environments. The ideal candidate must also possess solid project management skills, broad technical understanding of virtualization technologies, and communications skills from Engineering to C-level Executives.

Must be a critical thinker, problem solver, and a leader in times of crisis. You are VMware’s ambassador to the customer and the customer's advocate within VMware and to VMware Partners.


  • Act as the primary interface for critical customer accounts where a high-touch support model is required.
  • Prioritize & drive actions at the account level to ensure visibility, traction and ultimate closure.
  • Represent the Voice of the Customer and Voice of VMware.
  • Effectively communicate expectations and drive relief and resolution efforts.
  • Monitor customer issues and partner with Escalation Management and Engineering to ensure appropriate resourcing have been allocated.
  • Develop and deliver executive communications to the customer, VMware and Partner executives, and internal stakeholders.
  • Proactively address customer perception of issues regarding VMware solutions and services.
  • Identify, trend, document, and recommend corrective actions in response to issues at critical situation accounts and collaborate with the Engineering and Services organization to address product defects and trends.
  • Collaborate with the Global and Regional Escalation Managers and other Support Management teams to ensure process alignment and best practice refinement.
  • Create and maintain lines of communication with field teams (Systems Engineering, Sales, TAMs, Professional Services, and Customer Success).
  • Mentors others in Critical Account Management.
  • Travel to customer sites and VMware offices as required.
  • For 24x7 mission critical customer sites, weekend and evening coverage may be required.
  • Lead and participate in projects related to solutions support and organizational growth.

& Requirements
  • Must be able to work with ambiguity and change adverse situations
  • Must be experienced with interfacing with C-level Executive Leadership, Engineering, Sales, Professional Services, Partners, and Customers
  • Customer Focus
  • Ability to convey a strong sense of urgency
  • Critical thinker, problem solver, and a leader in times of crisis
  • Possesses Jedi-like abilities and uses only when needed
  • Experience in working effectively in high stress situations
  • Customer Critical Situation Management and Customer Relationship Management experience with a tech company
  • Strong interpersonal, written, verbal communication and presentation skills
  • Demonstrated experience influencing people across functional and regional boundaries
  • Demonstrated effectiveness in working with global or international operations
  • Minimum 5 years experience in technical support or engineering role preferably in enterprise class systems and/or virtualization products
  • Minimum 5 years experience in escalation management and/or crisis management supporting enterprise level customers
  • BS Computer Science or equivalent experience preferred
Category : Services and Consulting

Subcategory: Services and Consulting


Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-05-04

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: 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.