DSOM Customer Journey Lead - location flexible across EMEA and the US

Basic Information


United Kingdom



Date Published


Job ID


Travel Amount

up to 10%
This role can be based remotely in United Kingdom

Description and Requirements

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
The Customer Journey Lead works closely with the business unit leadership teams to help define, manage, and drive cross-functional Customer Journey definition and improvement initiatives. You will have an initial focus on establishing practices that lead to the alignment, capture, and usage of the various customer journey execution frameworks deployed across the company and with our Partners, ultimately ensuring a designed, cohesive customer experience can be delivered throughout. 

Additionally, you will engage in the management of strategic and operational initiatives across the BMC ecosystem to drive improved business outcomes for the company and our customers. You will be part of a dynamic team that is focused on ensuring our customers have a great experience while achieving rapid and enduring value with our software. 

We have a strong cultural dynamic which is grounded in innovation, delivering results, and doing the right thing. You will be a key player in BMC’s and our Customers’ success.

Key Accountabilities:

  • Leads by example and with influence as an individual contributor 
  • Builds a guiding coalition with key exec stakeholders to deliver results 
  • Communicates effectively at an executive leadership level and build credibility quickly 
  • Always represents Customer Success in a positive and professional manner
Program Management:
  • Works with business leaders and subject matter experts to explore and gather key requirements and objectives 
  • Navigates cross-functional needs and objectives to develop aligned viewpoints & outcomes 
  • Assembles appropriate stakeholders & teams to complete defined project/program outcomes efficiently & effectively 
  • Establishes and leads the overarching program governance with Executive Sponsors Communicates transparently, whether it be raising risks/challenges to senior leadership or ensuring the team knows what needs to get done
  • Clears obstacles and impediments so that the team can achieve successful business outcomes 
  • Works with key stakeholders to achieve outcomes and key performance metrics  
  • Manages business cadence and operating rhythm; provides guidance to the Customer Success leadership team 
Transformation / Change Management:
  • Represent the best interests of our customers within BMC; collaborating with leaders to drive change in the field and a focus on our customers’ success 
  • Communicates program strategies throughout the organization 
  • Works with and motivates others outside of your direct line of business towards a common goal 
  • Leads the establishment of new practices and processes 
  • Act as a change agent across the organization with a focus on bringing the transcendent customer experience to life
Success Behaviours:
  • An individual contributor and leader that demonstrates:
  • A customer centric mindset
  • Exceptional organizational, interpersonal and communication skills
  • Strong project management skills and experience managing work in a matrix environment across multiple and diverse groups
  • Ability to represent complex ideas or information in an easy to consume manner
  • Ability to work across the organization to interact, influence, manage and negotiate effectively at all levels
  • Proven leadership skills and the ability to present updates to C-level executives and senior management
  • Consistently exceeding objectives and performance goals within their control and influence the ability to succeed in a “fast-paced” environment while dealing with ambiguity
  • Building and leading virtual teams that inspire collaboration, trust, and confidence
  • Curiosity, resourcefulness, and willingness to learn on the fly
  • Mentoring, leading peer group engagements and teams to share information, improve skills, and develop useful process, content, and tools
Qualifications / Certifications:
  • Bachelor's degree
  • PMI Project Management Professional (PMP) certification or PRINCE 2 Practitioner  Managing Successful Programs (“MSP”) practitioner or Program Management Professional (“PgMP”) certified (preferred)
  • Agile Project Manager certified 
  • Experience working on our flagship DSOM portfolio: BMC Helix SaaS based solution, BMC TrueSight Operations Management, BMC TrueSight Capacity Optimization, BMC Discovery (ADDM) or any of our competitors’ products in this space is highly advantageous.
  • 15 (+) years of experience and proven success in Enterprise Software Organization
  • 10 (+) years of experience working across a Customer Success organization
  • 10 ( +) years driving change and leading change management programs
  • 6 (+) years of direct experience in project management and operating in customer facing roles
  • Direct experience of delivering programs of change with a specific focus on implementing global processes or standards

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.