Senior Customer Engagement Specialist

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Description and Requirements

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.

Senior Customer Engagement Specialist

The goal of BMC’s Customer Engagement Marketing Program is to build enduring relationships with BMC’s most strategic customers through memorable experiences and engagements.  The Customer Engagement Specialist plays a key role in enabling the program to achieve this objective.  A Customer Engagement Specialist is an event planner, concierge, subject matter expert, and cat herder all rolled into one amazing individual.  Responsibilities are centered around managing the planning and execution of customer experiences (e.g., Executive Briefings, Executive Council Sessions, Customer Advisory Board meetings, etc.) while providing a top-notch/world-class experience for our customers and internal stakeholders.

Specific Responsibilities

  • Work with BMC Executive leadership, sales, marketing, and other areas of the company to plan and execute customer experiences
  • Receive and evaluate experience requests based on sales impact, revenue potential, level of attendees, market segmentation, stage in sales cycle, etc.
  • Work with stakeholders to complete an experience brief as necessary
  • Act as consultant to internal stakeholders during the entire experience planning process to; understand BMC and customer objectives, create agenda, source discussion leaders, schedule/lead prep calls, and confirm experience logistics (e.g., venue, resources required, etc.)
  • Create/customize briefing documents for executive-level participant consumption and ensure executive participants have a strong grasp of the customer attendees’ status and needs prior to the experience
  • Collect, consolidate, and provide customer feedback to stakeholders regarding the content, delivery, and overall customer satisfaction with the experience
  • Conduct internal stakeholder follow-up on each experience, gathering feedback, identifying post-briefing opportunities, and reporting on conclusions and suggestions to improve and elevate the customer experience
  • Continuously monitor the briefing planning and execution process for opportunities to improve and elevate the stakeholder experience
  • Perform above aforementioned duties with limited supervision

Additional Responsibilities

  • Stay abreast of new BMC product developments and the general IT Operations Management space
  • Manage special projects as assigned/needed
  • Maintain relationships with internal stakeholders and management to better anticipate business needs and objectives
  • Maintain relationships with discussion leaders to ensure there is always a ready bench of subject matter experts to meet with customers

Required Traits, Skills, and Knowledge

  • Obsessed with customer and stakeholder happiness — willing to go the extra mile to ensure a great experience
  • Understanding of sales and customer success processes and challenges
  • Ability to learn new tools/technology (e.g. Salesforce, AV, etc.)
  • Overall positive attitude toward changes and shifts in priorities
  • A strong diplomat — excels at relationship building and supporting cross-functional stakeholders
  • An effective (i.e., clear and concise) verbal communicator
  • Performs well under pressure and willing to do what it takes to deliver a high-quality outcome
  • Ability to anticipate and meet customer and internal stakeholder needs
  • Excellent problem-solving skills and ability to think of creative solutions to accommodate our stakeholder and customers’ needs
  • Excellent at multitasking
  • Works well with a team and checks the ego at the door
  • Conveys a professional presence
  • Detail-oriented

Required Experience

The ideal candidate will have 3-4 years of experience working in a B2B customer-facing, event planning role within Marketing, Sales, or Customer Support.

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.