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Job Description

Broadcom’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional teamwork.

Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their Broadcom investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.

Job Role and Responsibilities

We are looking for a Digital Customer Success Associate to deliver digital customer success to our customers. 

• Are you passionate about the customer experience?

• Do you enjoy analyzing customer data to develop targeted customer programs?

• Are you seeking to collaborate across different teams and customers?  

• Do you thrive as part of new team and in a start-up style environment?

If this sounds like you, then you would be an ideal and welcomed addition!

This role:

• Monitors and reviews customer engagement data for large customer segments across the Broadcom customer journey including product consumption & usage, web, email, support, and other sources.  

• Manages in-coming customer e-mail responses, hosts follow up calls/1 to many virtual sessions.

• Provides customer health insights & evaluates risk to customer renewal for their customer segment.

• Identifies trends in risks and blockers to product adoption, defines and executes remediation plays.

• Identifies opportunities for upsell & cross-sell.  

• Coordinates with appropriate Broadcom customer-facing teams and partners as appropriate including CSMs, Support, TAMs, PS, Renewal Sales, etc.

Required Skills:

• Bachelor’s Degree or equivalent

• 1-2 years experience in customer success, technical account management, customer service, sales, or marketing roles.

• Engagement with B2B customers through digital channels – email, collaboration (I.e. Slack), chat/web or other technologies.

• Strong data evaluation skills – the ability to extract insights and trends from various sources, communicate insights about customer segments and make recommendations to improve consumption, usage & customer health.

• Strong focus on the customer experience.

• Minimal travel required

Preferred Skills:

• Experience with B2B software products and how Customer Success improves product usage, customer health and retention.

• Experience with Gainsight, CRM or a Customer Success platform is preferred.

• Experience with Broadcom products including end-user Computing, multi-cloud, or other related technology is a plus.

This job requisition is not eligible for employment-based immigration sponsorship by Broadcom.

For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $64,000 - $146,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. EUC, a division of Broadcom, offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Broadcom is an equal opportunity employer. Broadcom is firmly committed to providing equal employment opportunity for all employees and applicants without regard to race, color, sex, gender, gender identity, gender expression, sexual orientation, religious creed, national origin, age, physical disability, mental disability, medical condition, pregnancy, genetic information, ancestry, marital status, military or veteran status, union membership, political affiliation, or other bases protected by applicable federal, state, or local law. Broadcom will not discharge or in any other manner discriminate against any employee or applicant because they have inquired about, discussed, or disclosed their own compensation or the compensation of another employee or applicant. Broadcom will consider for employment all qual