Bryan Yang
- Role
- Support Account Manager at Vmware
- Location
- Marietta, GA, US
- LinkedIn followers
- 500 followers
About Bryan Yang
Currently a passionate Technical Services Manager at AirWatch\'s by VMware at the…
Experience
Support Account Manager
Oct 2017 — Present
Develop working relationships with key stakeholders in your patch • Actively collaborate with the wider VMware account teams: Account Executives, Pre-Sales and Solution Engineers • Ensure overall customer satisfaction on behalf of Global Support Services (GSS) • Facilitate the on boarding process of new accounts and manage user access to log Premier Service Requests • Conduct regular weekly or bi-weekly operational meetings with the customer for case reviews to identify issue trends and opportunities for corrective actions, to identify hot topics and to review upcoming projects • Provide proactive customer notification of training opportunities, product alerts, new KB articles and bug updates • Organize and deliver the quarterly/annual business operational reviews with your customers to discuss support trends and operating efficiencies • Act as a first point of escalation for your customer, and collaborate with the Regional Escalation management team, Sales, Professional Services and Product Management to drive focus in fast resolution of complex escalations • Become intimately acquainted with the customer\'s business requirements, technical needs, systems, environment and support history • Make use case information available to GSS staff when necessary to assist in problem resolution • Work with VMware’s engineering team to provide formal feedback to customers for incidents, issue root causes and resolution • Assist the customer with support planning, upgrade and maintenance updates by providing recommendations and input on the customer\'s implementation plan. • Alert GSS Staff of upcoming projects or after hours activities • Provide early access to known issue fixes via beta program • Assist customers outside of normal business hours if required • Coordinate onsite visits in conjunction with TAM, Account Team and GSS Management
Skills
- Technical Support
- Customer Support
- Professional Services
- Salesforce.com
- Project Implementation
- Management
- Sql
- Microsoft Word
- Enterprise Mobility
- Data Analysis
- Supply Chain Optimization
- Leadership
- Software Implementation
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