Basic Information

Country:

India

State:

Maharashtra

City:

Pune

Date Published:

24-Mar-2025

Job ID:

44276

Travel:

up to 10%

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code

CA-SD

#LI-SD2

Hybrid: #LI-Hybrid

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud! 

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! 

BMC is looking for a Customer Success Specialist - (Mainframes) is responsible for ensuring the success of BMC Mainframe customers.  The CSS will bring BMC best ideas, innovations, and capabilities to our portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between BMC and the Customer.

As a CSS, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the BMC footprint.

In addition to the business process and change management skills needed for the role, the CSS should possess mainframe functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with the entire account team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy is key to your success. 

You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. CSSs are required to maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post-sale strategy.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

As the Customer Success Specialist, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
Mentor and foster a working collaboration between customers, other BMC functions and partners.
Ensure customer renewal and drive the growth of customer advocates.
Partner with Sales to manage assigned accounts to ensure customer success with BMC.
Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals.
Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Helix ITSM features and associated business benefits to address their needs.
Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs.
Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan.
Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer's success.
Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners and BMC.
Contribute thought leadership and best practice, both internally and externally, around business transformation.
Work with the other areas within Customer Success and BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

To ensure you’re set up for success, you will bring the following skillset & experience:

Strong communication (verbal & written) and customer handling skills.
Proven problem-solving, analytical, and organizational/time management abilities.
Ability to multitask and manage complex, senior-level IT/business accounts.
Experience leading executive meetings/workshops and handling diverse portfolio engagements (1 week–several months).
Quick learner with expertise in customer support tools/resources.
BS in Computer Systems or related field OR equivalent programming experience.
5+ years in z/OS systems or major subsystems (STORAGE, IMS, CICS, DB2).
Experience with AMI Monitor for CICS, AMI Auto Operator, or Mainview products.
Proficiency in IBM utilities, RACF commands, REXX coding.
5+ years in Windows/Unix/Linux OS management, networking, security, and SIEM tools.
Strong understanding of networking and security concepts.
Excellent diagnostics, debugging, and troubleshooting skills.

Whilst these are nice to have, our team can help you develop in the following skills:

Experience with Splunk Enterprise, batch files, and programming (C, C++, C#, Python, JavaScript preferred).
Ability to understand and write Assembler helpful, but not essential

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 4,166,900 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.

(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

Min salary

3,125,175

Mid point salary

4,166,900

Max salary

5,208,625