Coordinates activities with Account team from Sales, Engineering, Solution Archi
tects and Global Support Services to ensure all customer needs are met. Acts as
point of escalation for issues and concerns on specific problems relating to ass
igned region or country and is responsible for ensuring follow up and fault reso
lution. Coordinates all aspects of ongoing service issues, technical assistance
and direction to customers and to GSS regarding NSBU products.
Integrates customer and VMWare business requirements with technical requirements
to determine best course of action when resolving customer issue.
Ensures suitable level of service personnel and activity during problem resoluti
on at all locations. Prepares and presents key business issues to senior managem
ent to provide and obtain information and to build consensus regarding project d
Interfaces with customer on behalf of senior management via customer meetings an
d written communication during business disruptive escalations.
Identifies and facilitates technical queries and problem resolution from the cus
tomer and Global Support Services to NSBU Engineering. Advises NSBU senior manag