Area Vice President, Global Customer Value Architects

Basic Information

Country

United States

State

NA

City

Remote

Date Published

18-May-2021

Job ID

30143

Travel Amount

up to 25%

Description and Requirements

At BMC, transformation is everything. It’s how we bring IT to life for more than 20,000 customers worldwide - 82% of the Fortune 500 to be exact. And it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, especially their own. 

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

AREA VICE PRESIDENT (AVP), CUSTOMER VALUE ARCHITECTS
We are looking for an experienced technically-oriented, business-aware, customer success knowledgeable enterprise software executive to lead a global team of 30 high impact customer success/value architects (Customer Value Architects – CVA).  The role is mission critical, highly strategic role that reports directly to the VP Customer Value Realization & Global Customer Support, who reports to the SVP Customer Success.

This organization’s vision is to elevate the BMC Customer Journey to a world-class, low-friction, adoption-focused transcendent experience.  In this role, you will work closely with other leaders of the Customer Value Realization and Global Customer Support teams (as well as BMC Sales, Presales, R&D, and Services) to drive a transcendent customer experience for BMC’s most strategic enterprise customers.  

The overarching goal of the AVP Customer Value Architects is to ensure BMC customers achieve their stated business outcomes and realize value from their investments in BMC software.  To achieve this goal, the mission of Customer Value Architect team is to:
Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the customer journey – with a focus on the user portion of that journey
Be the change agent force that continuously advocated for and on behalf of the customer, providing unbiased, actionable, customer-driven feedback to BMC product and sales leadership
Provide real-time visibility into the overall status and health of BMC’s Top accounts

Customer Value Architects (CVA) are technical advisory roles responsible for helping our customers receive a better experience and realize greater value from BMC solutions and services.  Customer Value Architects will come from a range of backgrounds:  from pre-sales engineers, to customer success professionals, to services / IT consultants to enterprise IT professionals.  It is an exciting customer facing role at the forefront of applying cutting edge innovation to solving challenges faced by the largest enterprises on the planet.  To drive focus and maximize impact to customers, these roles will be focused on BMC’s most strategic accounts across all geographies, with an expectation that each Architect works with roughly 5-10 customers.  

The CVA role is a consultative role that does not perform implementation or configuration of solutions but guides customer and partner resources to get the absolute most out of their BMC products and deliver best practices. This role interfaces with the customer across executive, IT service owner, enterprise architects and development teams throughout the customer journey: with an eye toward continuous customer advocacy and laser focus on helping customers adopt BMC products and achieve their business outcomes.  

JOB RESPONSIBILITIES
Objectives of the role are to lead a global team of 30 Customer Value Architects focused on making our customers success through:
Driving adoption of BMC products & solutions
Improving overall customer experience throughout the customer journey
Cultivating, retaining & expanding BMC customer relationships
Customer Value Architects work with strategic clients to:
Translate real customer objectives to business outcomes by developing a customer success plan prior to the sale of software and working with the customer post-sale to execute against that success plan
Be the primary BMC customer advocate along the customer journey, working continuously with customers and the rest of the BMC ecosystem (including pre-sales, sales, R&D, and support and services) to champion unbiased customer-oriented views to BMC leadership
Deliberately and meaningfully engage with customers to maintain line of sight on progress of the success plans, perform ad hoc program management support for agreed upon elements of the success plan, perform adoption/deployment health checks, deliver operational best practices, keep the customer informed about upcoming changes/upgrades/innovations with BMC products and solutions
Demonstrate technical understanding of BMC products and solutions and its application within a customer’s complex environment
Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC solutions consistent with their stated business goals; develop an approach to close gaps and roll into the customer success plan, collaborating appropriately with the BMC sales and services 
In addition to core customer-facing responsibilities above, Architects must also:
Understand all aspects of overall customer health and know how to proactively manage health – taking into factors such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status of customer’s overall health
Capture and provide targeted feedback into the BMC R&D teams to ensure critical mass customer feedback on BMC solutions is appropriately addressed in future innovation
Ability to connect the team’s activities directly to financial results for BMC – in the form of higher retention, increased new sales and higher customer satisfaction

Competencies and Experience Needed for Success 
15+ years in customer-facing roles of progressing seniority
Ideally, roles/experience would have been focused in enterprise software / technology, possibly across a mix of related disciplines:  as a pre-sales consultant, technical account manager/customer success professional, enterprise services architect or consultant, product manager or owner, and/or IT enterprise architect
Experience working in and successfully navigating complex, matrixed organizations – this is a highly visible role that will continuously interface with customers and sales/presales leaders and the Chief Product Officer R&D teams (among others)
Experience with SaaS
10 years in roles dealing with large, complex global customers
5-10 years of leadership experience, preferably leading global teams
5+ years of experience in modern customer success organizations, with familiarity of modern customer success principles like:
a. customer success planning
b. adoption maturity frameworks
c. health scores and proactive management
d. NPS/Ease of Doing Business and customer experience programs
5+ years in a highly-consultative pre-sales engineer or IT consultant role (e.g., Deloitte, Accenture, etc.) in the enterprise technology space, highly preferred
Proven operational acumen with ability to define success targets and ensure attainment of targets 
Outstanding written, verbal and listening communication skills – ability to relate to and talk with people at all levels of an organization
Experience leading, developing and driving change across large teams at-scale
Experience managing high-performing teams and history of collaborating effectively cross-functionally 
Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel
BA/BS degree in business, science, engineering or similar discipline preferred; MBA, MA, or other graduate degree a plus
Willingness to travel 20-30% of the time once safe to do so

#LI-REMOTE
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

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.