Customer Success Manager - VMware

Date: May 19, 2023

Location: Norcross, GA, US Vancouver, British Columbia, CA Toronto, ON, CA Oakville, ON, CA

Company: Softchoice

Why you’ll love Softchoice:

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people. 


We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 

The impact you will have:

You will join one of the industry leading VMware partners. Here you will thrive by using your relentless customer focus, proactivity, and natural organizational abilities to become the trusted and indispensable partner that helps drive exceptional results for our customers and Softchoice.

What you’ll do:


  • Take the lead to help customers activate their VMware products and credits, while maximizing the margins that Softchoice earns on this business.
  • Become the trusted advisor that guides customers from on-boarding through adoption and meeting success milestones.
  • Assist customers with redeeming VMware credits and fulfilling Partner of Record activities.
  • Be the liaison to both customer and internal teams on all program processes and requirements.
  • Provide regular proactive reporting, insights, and health checks to customers on credit usage to ensure all credits are used and that their business value is maximized.
  • Hold monthly service reviews that help customers achieve their goals and see a return on their investment in the associated VMware portfolio.
  • Provide an exceptional customer experience that results in the customer annually renewing Softchoice as their Partner of Record.
  • Resolve or escalate customer needs attentively. Monitor progress on all support issues through resolution, including those being addressed by the vendor.
  • Maintain and improve the processes, tools, and templates used to manage the ongoing program and customer relationship.
  • Uncover opportunities to cross-sell and upsell adjacent services.
  • Proactively seek vendor, customer, and business inputs and act on or escalate them to improve the outcomes of the program.


What you’ll bring to the table:


  • Minimum 5 years in a role responsible for driving customer experience and outcomes.
  • Ability to understand and have high level conversations regarding technology value and outcomes.
  • Ability to recognize opportunities and expand services within a customer relationship.
  • Excellent listening, interpersonal, written, presentation, and verbal communication skills.
  • Strong cross-functional collaboration, influencing, and negotiation skills.
  • Obsessively organized, disciplined, accountable, and capable of working independently.
  • Understanding of VMware products, programs, or licensing models will be rewarded.
  • Experience contributing to vendor partnerships and relationships is a plus.
  • Bilingual in English and French is an asset

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.


At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.  

Why people love working here:


  • We offer hybrid and remote working opportunities.

  • Comprehensive benefits from day one of employment.

  • We offer meaningful work and opportunities for career growth.

  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice.

  • We offer an opportunity to build and grow a career in the technology industry.

  • Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 18 consecutive years.

  • Softchoice has been certified as a Great Place to Work in the United States for several years.

  • We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.

  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.  

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.


Job Requisition ID: 4980



Mid-Senior Level

Nearest Major Market: Atlanta