AVP - Customer Success Operations

Basic Information

Country

United States

State

NA

City

Remote

Date Published

14-Sep-2021

Job ID

31538

Travel Amount

None

Description and Requirements


BMC is looking for a operations leader to help drive its transformation to a subscription model by accelerating its shift to recurring revenue while providing a next-generation, simplified customer journey. In this role the successful candidate will be responsible for all major operations functions (Operations, Strategy / Finance) for the BMC Global Support and CVR (Customer Value Realization) teams. This role will report to the VP of the Customer Success Operations team and be relied upon as an important business partner to the VP of Customer Success & Support. 

Key Responsibilities: 
  • Overall leadership of CVR & Support operations, leading a multi-location, global team of operations resources 
  • Serving as Chief of Staff to the VP of Customer Success & Support, designing & managing leadership meetings, offsite meetings, and communications, critical executive deliverables including strategy, roadmap, and business operations direction for executive level consumption 
  • Identification and reporting of all key global KPI’s, financial & operational with ownership of the reporting and analytics team 
  • Working closely with senior CVR, Support, Operations, Services, and R&D leaders to understand business needs and translate them into use cases and business requirements.  
  • Leading Customer Success operations in the strategic planning and fiscal year planning effort for Support, CVR and Services. 
  • Driving process optimization and improvement to deliver scale and efficiencies by automating, minimizing and offloading low value activities to facilitate investment into strategic priorities 
  • Managing the annual financial planning and budgeting process 
  • Program management and communication strategies for strategic initiatives 
Required Skills: 
  • 10+ years of equivalent experience in business operations, ideally with a deep functional knowledge of Customer Success & Support 
  • 5+ years of management experience required with demonstrated ability to lead high performing teams 
  • Strong problem-solving skills with ability to analyze data, determine insights and develop programs to drive performance improvement 
  • Ability to manage a portfolio of large programs and a high volume of small to medium sized initiatives 
  • Deep experience in both on-prem and SaaS enterprise software. Direct experience in the Service Management, Operations, Monitoring, and Orchestration space preferred 
  • Experience in analyzing processes, understanding use cases for key systems and leading teams developing business requirements and setting product and delivery roadmaps 
  • Passion and experience for identifying business improvement opportunities and driving organizational change 
  • Ability to communicate effectively with internal and external customers of all levels up to the CXO and Executive Leadership Team 
  • Ability to lead delivery on multiple projects with and without direct ownership of resources 
  • Exceptional relationship building, collaboration and team development skills 
  • Experience working with global/offshore resources is highly desirable 
  • Experience with key tools such as Salesforce.com/ServiceCloud, Gainsight as well as business intelligence tools such as MicroStrategy, Tableau & Power BI are a plus 
  • Bachelor's degree required, Master's is desirable 
  • Customer Success, Technical Support, Product Management, and or Management Consulting background is highly valued 
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.