Description
"At BMC trust is not just a word - it's a way of life!"
We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!
We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! This role will have responsibility for leading the customer success motion across a set of strategic accounts. This individual will have the ability to orchestrate all customer resources to proactively address any customer satisfaction, adoption, product/technology, professional services or renewal issues within their region, resulting in clear accountability, consistent service and one face to the customer.
Responsibilities:
Lead the customer success motion for strategic accounts across a regional book of business: • Prioritize the BMC customer experience with a focus on satisfaction and retention • Ensure customer success and impact through adoption of Autonomous Digital Enterprise (ADE) solutions that accelerate business value for our customers • Focus on customer relationships within each account – deliver business impact and innovation to a customer's business by understanding our customers' key business objectives, values, and challenges • Create customer advocates through deep listening and discovery, and identifying contacts to partner with BMC to share the ADE narrative • Collect product, solution, and experience feedback from our customers to share with our product organization and influence our enhancements and long-term roadmap priorities • Lead the customer through the customer success framework including onboarding, lifecycle engagement, adoption maturity, acceleration plays • Support the customer with a strong communication strategy, quarterly business reviews, activity reports and strategic tooling, in partnership with the BMC ecosystem
As practitioner, deliver strong impact to: • Work diligently to build relationships of trust within your account at all levels • Align with our customers' business goals, mutually identify the best path forward, and drive a plan of action to achieve success against those goals • Leverage data, signals, inputs to signal the ecosystem around how we can help customers to accelerate their business goals • Bring your customers value in the form of prescriptive technology, industry, functional, direction and point of view • Act as the internal advocate on behalf of your customer, communicating updates to the customer, and sharing feedback from your customer back to the BMC ecosystem To ensure you're set up for success, you will bring the following skillset & experience:
• 10+ years in customer-facing roles of progressing seniority
- Must be a U.S. Citizen
- Must have the ability to obtain security clearance
• Navigate customer organizational structures to identify and build relationships with executives and partners
• Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak
• Experience successfully navigating complex, matrixed organizations – this is a highly visible role that will continuously interface with customers and sales/presales leaders and c-level executives across the organization
• Proficient at being prescriptive and driving action-oriented meetings
• Influential team member, possessing a high level of integrity, cross-functional collaboration, and ability to bring alignment to complex environments
• Highly enthusiastic, creative, and collaborative individual that excels in a matrixed environment. Ability to manage influence through persuasion, negotiation, and consensus building
• Digest and effectively communicate technical concepts across audiences of varying technical abilities
• Has served the IT stakeholder audience at some point in your career and has experience with serving multiple lines of business. Understands the complexities of IT to Line of Business interoperability.
• Strong empathy for customers, employees and drive to growth revenue and market impact
• Deep understanding of value drivers in recurring revenue business models
• First-hand experience with organizational and project level governance models
• Outstanding written, verbal and listening communication skills – ability to relate to and talk with people at all levels of an organization
Our commitment to you!
BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU!
If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!
BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.Looking for more details about our benefits? You can also learn all about them by clicking on the following link: https://guide.mybmcbenefits.com/
The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $144,900 - $241,500
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