Basic Information

Country:

Mexico

State:

Date Published:

20-Mar-2025

Job ID:

44256

Travel:

You may occasionally be required to travel for business

This role can be based remotely in Mexico

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

Description and Requirements

CareerArc Code

CA-OG

#LI-OG1

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! 

The Customer Success Specialist (CSS) 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.

Responsibilities:

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 product 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.

Required Skill / Competencies:

Communication skills (verbal & written) in English and customer handling skills
Proven problem solving and analytical ability.
Excellent organizational/time management skills.
Ability to handle multiple tasks concurrently.
Analytical and problem-solving abilities
Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months.
Proven effectiveness at leading and facilitating executive meetings and workshops
Ability to learn and effectively utilize Customer Support tools/resources
Inquisitiveness to learn new products and ideas
BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
5+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2..)
AMI Monitor for CICS, AMI Auto Operator or Mainview product experience
Proficient in the use of standard IBM utilities
Proficient in the use of RACF commands
Ability to understand and write REXX code required
Ability to understand and write Assembler helpful, but not essential
Minimum of 5 years with Windows/Unix/Linux operating system management, configuration and security.
Minimum of 5 years of experience working with a Security Information and Event Management (SIEM) product.
5+ years of with Windows/Unix/Linux networking
Experience with Splunk Enterprise preferable
Experience with Batch files 
Experience with programming languages such as C, C++, C#, Python, JavaScript helpful, but not essential.
Understanding of Networking concepts
Understanding of Security concepts 
Strong diagnostics, debugging, and troubleshooting skills.

#LI-Remote

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.

Min salary

1,016,100

Mid point salary

1,354,800

Max salary

1,693,500