Customer Value Specialist

Basic Information

Country:

Ireland

State:

NA

City:

IRL DUBLIN CHERRYWOOD

Date published:

10-Nov-2020

Job ID:

28468

Travel Amount:

up to 10%

Secondary Locations:

GBR Winnersh - E2

Description and Requirements

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.
The Customer Value Specialist (CVS) is a BMC specialist role responsible for driving customer adoption of BMC products and helping customers achieve successful outcomes.  As a BMC product specialist, you will champion the capabilities of our products and know how specific BMC products enable value in customer organizations today, and in the future. It is an exciting customer facing role that puts you at the forefront of supporting our customers by inspiring them to think about how our products can support their broader business needs. You know how to solve the most tactical and strategic problems for your customers as well as identify opportunities for new use cases and expansion. You have methodical product use case orientation, with a focus on all thing’s adoption. You are the “advisor” able to support and guide our customers to be successful using our products. 

This role is a highly consultative role that does not perform implementation or configuration of solutions, but is the day-to-day contact to guide customer resources to maximize the adoption of BMC products and educating and enabling them on best practices that enable them to drive stronger and more engaged customer relationships through our products.  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.  

Ultimately, the overarching goal of the Value Specialist is to ensure BMC customers achieve their stated business outcomes, realize value from their investments in BMC software and to fully adopt our products.  For BMC to succeed, our customers need to succeed – and the Value Specialist will be on the front lines of this mission.  To achieve these goals, the mission of Customer Value Specialist team will be 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 customers
• Maintain a real time understanding of BMC’s customers and their adoption of our products 

Essential Duties and Responsibilities:
  • The Customer Value Specialist (CVS) will proactively work closely with the Customer Value Realization team to execute the core duties of a BMC Customer Value Specialist, including but not limited to:
  • Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products 
  • Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to BMC stakeholders
  • Internalize and translate customer outcomes in order to recommend high value BMC products & solutions that can successfully achieve customer results
  • Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
  • Be disciplined with continued customer engagement to continually drive high value engagement, adoption and overall value for the customer.  This includes establishing a regular cadence (e.g., bi-weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of BMC solutions
  • Assist other Customer Value Realization staff to rigorously track and report on key metrics for customer value realization, including net revenue retention/expansion %, NPS, and Customer Health
  • Develop executable value realization plans and work with Sales Executives to craft and continuously update strategic account plans
As the Staff Customer Value Specialist, you: 
  • Drive product adoption and use case expansion within your customer base 
  • Showcase the aptitude to build trusted relationships with executives and key stakeholders within customer organizations to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities (expansion/up-sell/cross-sell)
  • Showcase the aptitude to demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) 
  • Participate in cross-functional initiatives designed to transform process, tools utilized by the Customer Value Realziation organization
  • Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan
  • Generate customer advocates and advocacy assets.
Education and/or work experience:
  • Bachelor's degree, IT or business related field preferred Up to 3 years of experience working with customers to help them achieve their desired outcomes; ideally in a consulting, account management, customer success, or business operations/program management capacity
  • Excellent written, verbal and listening communication skills  History of collaborating effectively within cross-functional teams is a plus
  • Experience with MS Word, PowerPoint and Excel

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC never asks for payment from individuals seeking employment with the company.

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