Thread regarding VMware layoffs

It's disheartening to see some of the discrediting and such going on here. I've been at this for a very long time in GS, and CSMs/TAMs have regularly showed their value and saved me from a lot more unnecessary work. Accounts without one are routinely more of a pain in the rear, as a TSE, than those that have one. GS' work is hyper-focused on a case-by-case basis, and it's easy to miss the larger scale of an issue, because TSEs are not often looking at things account-level, while a CSM or TAM does. They should not be faulted for taking initiative. Such initiative and persistence has saved face for GS (and VMware), on numerous occasions.

By the way, a lot of access was rescinded in the past couple of years, so for things like PRs/JIRA, CSP (scripts), and otherwise - you/TAMs may have to (re-)request it. Though it's not expected, and TAMs shouldn't be stuck looking at logs, IMO.

As far as potential for layoffs go, I figure management will see a lot of squash, if not also layoffs. TSEs are probably safer in the Prem/S360 side, especially because there are contractual obligations to continue to meet, and larger/louder customers to potentially upset with any unnecessary disruptions or slowdown. Demand is already high, and teams become quite small by the time you get up to higher tiers of support. Managers that are quantifying or communicating criticality of these teams for the acquisition wouldn't likely be understating any of this.

I'd be more worried for the teams supporting ancillary products that Broadcom hasn't showed much interest in, and expect more changes there. But perhaps TSEs have a choice on moving along with any sold-off products, or they can branch/re-train on other products/SMEs. I'm purely speculating, however.

Fact is, no one knows what anyone does because this is a shït show of a company.

@xkr+1pbxCsDR

TAMs are not sales.
No commission. No sales bonus. No sales targets.

It’s all about customer success and the customer using the product. Nothing annoys TAMs worse than a miss sold product to the customer or shelf ware.

• Out of genuine curiosity, can anyone tell me why TAM didn’t want to be renamed
  ‘Adoption’ manager. So is the job more sale’s related than technical?

Technical Account Managers was more technical where Technical Adoption Managers was pushed to be more sales to get credits burned down so some people high above could say they did that. Being more technical we used to be able to do roadmaps but a couple years ago they wanted the specific BU specialists to do that only or at least for certain products. Many TAMs want to be hands on but they are not insured to do so unlike paid PSO residents.

Tams don’t have access to script server.
Tams only have read access in GS lightening/ sales force.
Tams do have ikb access. As does every VMware employee.
Tams have no access to log analysis tools.

The RACIs clearly say support is not a TAM deliverable. If TAMs are attending sr calls and help out. It’s them going above and beyond to their customer. Don’t criticise them for not attending every sr call or troubleshooting a SR. As TAMs have multiple accounts and their own deliverables to do.

TAMs don’t like adoption as it’s not the industry role naming convention. Account is the industry standard. They where only renamed due to the failure of Success Executives/CSCMs and those being rebranded new TAMs.

Out of genuine curiosity, can anyone tell me why TAM didn’t want to be renamed ‘Adoption’ manager. So is the job more sale’s related than technical?

To TAMS below saying they don’t have access to tools that help with troubleshooting. You have access to ikb, sales force and script server which are the EXACT same tools TSE’s work with. So I find that excuse little strange, we don’t have much other backline tools apart from that either.

I find TAMs to be a hit/miss. Some are amazing and I’ve had TAMs join me and even help me with troubleshooting on live sessions and others just ping my managers 2 hrs after customer has submitted logs and pushing for log analysis straight away. I get they even TAMs can be under pressure but to the customer we are all vmw representatives so it’s better for us to be on the same page and set realistic expectations with customer. Customers can be wrong and need to be educated sometimes.

The people that still label it "GSS" still must be old school since it was rebranded just "GS" a couple years ago. Just like TAMs were rebranded "Adoption" when they merged some CSMs and SCSMs. Honestly that was a people saving or reducing endeavor.

I wouldn't knock TAMs as they have had to sit on 24 hour calls while some TSEs dropped the ball on handoffs or there wasn't a TSE to take the Sev 1 in the next call center. I won't bash TSEs because of a few just like you shouldn't about TAMs. Many live and breath their accounts so that we don't lose customers, especially with the account team shuffle that's been going on before all this started happening.

I would like to see GS stay in-house and not outsourced, I would also like to see more TAMs in accounts but there needs to be changes to costs and expectations from upper management and account teams. The region I'm in we have tripled the amount of TAMs so something must be going well.

If you knew anything about TAMs, you would know they didn't want to be rebranded "Adoption".
Next time look at the job spec before saying they don't do xyz as you clearly don't know what a TAM should be doing!

Enjoy Wipro and HCL!

@ray+1pbxCsDR +1 ... wtf is this jealousy. If you're not happy in GSS and you hate TAMs go and get a job somewhere else, the door is wide open.

@xoq+1pbxCsDR

Completely agree as well. TAMs had been the spoiled, entitled rich kids that mostly share ppts and help customer use the product right (which they should be able to do with their own staff)

To the poster below, TAMs, SEs, CSMs, got all the accesses you need with access to Salesforce. It's just they were too focusing on the talk, and let GSS and Devs deal with the getting hands on dirty work. And what EPIC values now ? Most people are in a limbo state of anxiety of getting fired or deal getting cancelled with stock price going down to 100$ + still the possibility of getting the boot.

What a stupid decision to change the title to "adoption" manager as well (probably in an attempt to save themselves from BC cuts). Newsflash for you TAMs - Hock does NOT care about adopting new customers or customers who are too stupid to use the tech themselves. Most of you except the top customer facing ones will get the boot, if the acquisition happens.

GS is over worked and not given the time to skill up. But the shocking levels of support at the moment cannot excuse that!
Yes, i do see elements of GS being permanently outsourced to a Wipro/HCL etc.

The attitude from GS is unreal, you do two years on a support desk and think your more qualified than an Architect. The people skills are shocking...

TAMs, SEs & CSMs are not hands on tools roles. They can't log on and troubleshoot an issue if they wanted too. Don't have access to the backend tools. Its iKB searching at best.

The TAM in the comments below, was agreeing more GS was needed and that you do a good job. Yet the comments attacked like a rabid mongoose.

Seriously think about your EPIC values and stop throwing stones in glass houses.

I agree with the latest comment, managers are most likely to be targetted than the engineer's themselves. There are roles such as Queue Manager Level 2, don't even know what that means because to me they are all doing the same job of handing out cases.
I think changes might be a bit slow in engineering and support because Broadcom need's them to function smoothly for a while before doing any sort of revamp. I would think they are going to do some observing first.

Providing support can be a costly endeavor for businesses. Wipro has been handling a substantial workload for several months now. Management team seems to be quite large, with an excessive number of Directors, Senior Managers and Managers in GS. Broadcom intends to streamline its organizational structure, which may result in the layoff of numerous management personnel. I've also heard rumors that there are language teams in Ireland, which could be costly. Hiring native English speakers is often expensive as well. It's doubtful whether GS can ensure security in this situation.

Sadly Broadcom do not care for quality or people, its the lowest common denominator, extract the most value for the least outlay that unfortunately means outsourcing
They know the biggest customers are tied in and wont move, so will put up with poor services

Broadcom support is poor.
I think Hock Tan probably doesn't think support is important.

My 2 cents, GSS is safe. Having been in many meetings going over all the processes and workflows that are considered critical, identifying all the moving parts that must remain in place to maintain operations etc. GSS was involved in many of these. Keeping that front line of services and 24x7 availability is critical to many core business operations and thus, GSS was listed as a must have for many teams.

What the heck is GSS? Is that SalesForce?

"As of right now you kids are understaffed and it's been left to me on a couple of occasions to do the troubleshooting on issues for customers. "

I for one would love if the merger happens to "level down" this kind of attitude towards GSS. "You kids", "I had to do troubleshooting" - You TAMs had benefitted from this all "talk the walk" but not actually doing walk to talk attitude that had been brewing in VMware for years now. Even so much that TAMs seemed to have forgotten the "technical" part in their title.

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COMPLETELY 100% agree with this, the amount of cases which we get where cx is asking silly questions, consultative questions, customer literally wanting GS to handhold them is absolutely ridiculous. GS is break fix team!!! I've lost count the amount of time's we had to go the extra mile for customers and help them with issues when their own internal IT team or TAM should be helping them with it!!!!! Sorry to say this but GSS is abused greatly by everyone including customers, TAM's and SE's that simply don't know how to do their job. What's makes it worse is manager's in GSS don't stand-up for TSE's like they used to in the past, we have manager's folding under pressure which leaves TSE's very little choice but to go along with every stupid request.

Would be shooting themselves in the foot if they got rid of GSS as most of our customers are not renewing for long term deals but 3 month or 1 year deals to see how BC does with management. I have to remind customers (all top 100) to have them get their support/upgrades needs done now before the acquisition (if it goes through). Because we just don't know how support will be after. We need more competent TSEs and they're already stretched thin. Wipro has a terrible reputation and at best, may be able to google a KB.

There's never been a clean acquisition and I don't expect BC to do the right thing either. At this rate I doubt we will know if we're hired by BC till November or later. A few extra paychecks is not bad.

Wipro backline team which recently rolled out as part of GS and they have started taking Basic Support cases in some team's. They work completely separate to vmw employees as I've never once heard or communicated with them at all. However GSS will never be sold of to Wipro as far as I know, not a chance!! ..... but what Broadcom will do no one knows.

As for GSS, management should be concerned if lots of TSE's are interested in leaving voluntarily. I really mean it! If that's true.... its not a good trend, the org is already struggling as it is.

https://www.thelayoff.com/t/1p99tJYG

"As of right now you kids are understaffed and it's been left to me on a couple of occasions to do the troubleshooting on issues for customers. "

I for one would love if the merger happens to "level down" this kind of attitude towards GSS. "You kids", "I had to do troubleshooting" - You TAMs had benefitted from this all "talk the walk" but not actually doing walk to talk attitude that had been brewing in VMware for years now. Even so much that TAMs seemed to have forgotten the "technical" part in their title.

As a TAM, I sure as he-l hope there isnt a GSS layoff. As of right now you kids are understaffed and it's been left to me on a couple of occasions to do the troubleshooting on issues for customers. If anything they need to add more GSS to pick up the extra load.

Employees had the opportunity to request the severance package early in the process. Considering the new information on delays that may not have been a good exit strategy.

Rumor has it that Wipro will buy GS.

Troll.

Existing product companies don't outsource level 1 support, the just move it to cheaper countries themselves.

Rumor has it that Wipro will buy GS.