Is there any news on the future of s360, TAMs & CSMs?
How is BC operating in terms of customer success?
20 replies (most recent on top)
Finally, they are expected to hit the ground running and interact with some of our most prominent customers whilst working some 15 or more SRs?
Seniors are just as busy as level 1 or 2’s; 10+ SRs in their queues
These numbers are fractional in comparison to other teams within GS!!!! Some teams spend hours on calls with customers, with 70+ SRs. Think these guys you are mentioning have it easy
No need to worry, it will all be outsourced except for the customers that Hock can’t biítchsláp yet… yet.
This is how you get rid of 15K employees over 2 years.
The commenter below is 100% spot on. For the CSMs, merge the TAM, CSM, SSM into one role then it's justifiable in cost/benefit ratio.
Hire now, train later. That’s how it works in GS.
Interviewees are given the most basic of questions and in most cases, can’t even offer an answer.
In some cases, these stupidly easy questions are d-mbed down even further just so that a position is filled.
You’ve not even bothered to look up VMware or research the role? No problem, have a job.
Then, that person is expected to complete ramping up and be queue-ready in what, a month?
No shadowing, no coaching from experienced peers and zero follow up from managers. No time.
Finally, they are expected to hit the ground running and interact with some of our most prominent customers whilst working some 15 or more SRs?
Seniors are just as busy as level 1 or 2’s; 10+ SRs in their queues, under pressure to consume TOIs for fear of being left behind. Running clinics, attending interviews etc.
They have to endure a constant barrage of VMware 101 level questions from folks who have no business working as a TSE.
Staffs are just as busy giving the answers to TSEs because it’s just quicker. God forbid someone use a search feature and learn something.
Oh and performance is based on whether or not you completed all the boxes in a piece of software designed primarily for sales people and how many positive surveys you get back.
Epic days, PTO, sickness, attrition, product bugs, engineering, escalations, meetings, meetings, meetings.
It’s tough in GS. You should try it some time.
Need to sort out the overlap between Franchise CSMs, TAMs and the franchise engineers aligned with sub and saas.
Hopefully all will be safe.
As CS, support is not our job.
We are here to help customer consume our product and adopt more VMware tech.
We are the advocate of the customer in VMware, so yeah we push for them because no one does.
It’s quite hard when you now the overall quality of VMware support.
Just to recall that IT support is not in our job task. But since GS quality and process su-ks, we are often called to prioritize and direct the case resolution.
As TAM, most of my time is consumed by giving information to dysfunctional TSE or call TSM to reassign a SR given to a TSE in PTO…
Most of the TSE play w/ poors SLA rules of VMware, in the 30 first minutes the TSE ask the same information that customer gave at opening of the SR.
Broadcom have CSMs on the software side, but not sure on the customer/CSM ratio. Question for TAMs will be whether BC will choose to overload them in increase per head income.
All this catty talk about peoples skills etc is missing the point. It's going to be based on market segmentation and country. If you work with large corporates then you're probably fine in the short/medium term. If you work with a bunch of small companies, then you have to ask will BC still be wanting to service those customers post transition.
For the partner side, should have been “20-30%” of VMC customer base.
To clarify a few things -
As with any role, performance and behavior are more specific to the individual than the group..
SCSMs (now TAM) should be exited from the company day one. 90% of them were absolutely worthless. Now we have an expectation they will be “technical”. Not going to happen. Should have hired experts from GS or outside to perform these roles instead.
Franchise CSMs - again mostly worthless, with the exception being the partner CSM group. They handle roughly 20-30 of VMC business. If you are a CSM with one to five customers, reality check.
TAMs - totally hit or miss. Some are the old school “business only TAM” and should leave. Technical TAM who offers real value to their customers will absolutely stay, at a minimum until their paid for services are up. BC is unwilling to expose itself to the termination of these folks as this would open them to broken contracts and obligations.
As for GS throwing those stones - Can’t wait for your return to office. The days of videos games, and hiding behind “I’m on a S1” are over. Recently, support from a wide number of individuals/groups has been abysmal, causing this so-called “extra noise”.
It’s ok to downvote this, you know it’s true.
This has been asked only recently:
https://www.thelayoff.com/t/1oQ9793T
and
https://www.thelayoff.com/t/1oQfDv6d
As far as i know, no TAMs have had communication yet, unsure about CSMs.
It does seem that TAMs may move into the BUs, at least the specialist TAMs will.
I think the GS people hear should stop throwing stones at CS from within side there glass houses. Support has been shocking as of late.
I've always struggled to grasp the importance of customer success. Within GS, the customer success team often appears to create noise and exert pressure on support rather than clarifying expectations. They tend to pass responsibility onto us, and their presence primarily consists of sending emails with customers copied in.
Watch your tendies
Bro have you seen CS everyone is a fu--ing VP or senior director. VMware VPs are dime a dozen. I am sure svps may know something but even that is subject to change
Pack your bags
I am in GS and I've noticed customer success people being much more visible. Desperate to show their value?
Customer success is based on how much money we can extort from our addicts… I mean customers.
“Nobody knows”. Lol, I hope you are being sarcastic. 2 weeks before closing. VPs know very well what will happen to their and have been working with their reports in the last few weeks to put together a keep/no keep list. Some BUs will get axed, some will get split/merged into core. A lot of roles will roll up into BUs. CS will be merged into BUs with a reduced staffing. Some to be converted to PS. Stop deluding yourself thinks tnst nobody knows. VP level knows pretty much everything that will affect their org and that info is being shared downstream mostly unofficially.
VMware VPs was supposed to have a meeting with Broadcom discussing CS.
however no news on what exactly is the output and how will things unfold.
Everybody thinks they are safe until they are not. Everyone thinks they are good with severance until they aren't. Nobody knows anything until it happens
NOBODY KNOWS!!! You’re welcome.