Does BC value customer success or is that part of the bloat?
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Broadcom appears to have multiple CS Teams. If you look at current job openings you'll see several listed with different job descriptions.
Does Broadcom have a CS department now in terms of csms, TAMs, ssms,PS, etc?
When you look that up you will have your answer.
Example Bloat = unskilled EUC liaisons and CSMs who provide no proactive SaaS adoption or consumption assistance to customers, other than TAM-like trouble ticket resolution and quarterly business review meetings with customer IT SysAdmins with no authority
Post ID: @oac+1o6rDzm7
100% agree on the systems that don't talk. 360 Standard shouldn't exist and endless admin. But that's not down to the quality of the CS staff who face the customer.
What bloat are you thinking of?
First things first: VMW doesn't have legit CS anymore than it has actual SaaS. Rather, you have a bunch of pontificating leaders masquerading as CS with their never-ending stream of talking points, bloated staffing, job titles that don't actually mean anything, offerings that don't make sense (Success 360 Standard, anyone?), duplicate and triplicate reporting administrivia, and virtually no intelligent synchronization between the organization's silos. In their defense, this train was well off the tracks from the previous Dimwit who is now leading the entire company. There is a LOT of fat here for Hok to cut, and no doubt he will. I could see a massive leaning out of the organization, and then assigning the survivors to be intently focused on the top-tier customers.
CS covers a lot.
GS
TSE
SSE
CSMs
CS Architects
TAMs
If the focus is only on the strategic accounts, I would expect all of the above aligned to those accounts.
Okay, so here's an honest answer to your question.
Most of the VMW customer success managers that I've met have no prior experience in that role, and it shows. Therefore, it makes no difference if BC values the role or not, if and when you're not skilled to perform the CSM job as done by a real SaaS provider.
If you also even have to ask then you probably already know the answer. Not trying to be negative but it’s best to be prepared.
I don't know, but I also don't remember seeing any CSE's listed at the other products BC owns either.