Lead Program Manager - Pune

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

24-Mar-2022

Job ID

33327

Travel Amount

up to 10%

Description and Requirements

The Lead PM role is a function of BMC’s Customer Success department, developing and managing Customer Experience programs to measure, monitor and positively influence BMC’s Customer Experience, ultimately working to achieve our vision of a customer-centric company.

This individual contributor role will produce timely, actionable insights which identify and quantify opportunities to improve the customer experience, as well as engraining customer-centricity into the business.

Position Description

  • Work with key decision makers within BMC to understand their customer experience improvement areas, interpret analytical data and make business decisions based on customer feedback
  • Ability to tell compelling stories with data
  • Experience with survey design and operations (Qualtrics preferred)
  • Strong analytical and quantitative skills; ability to handle data and metrics to back up assumptions and evaluate outcomes
  • Interpret and perform analysis of survey/research data
  • Contribute to the design, build and maintenance of the Customer Experience team and its collateral, including training information/videos, survey platforms, communication channels
  • Proactively identify areas for operational improvement of the Customer Experience team
  • Help to design, develop and maintain moment-of-truth surveys to gather more data across the BMC customer journey
  • Design and maintenance of dashboards and reports to communicate results
  • Prepare reports of findings, illustrating data graphically and translating complex findings into written text
  • Ensure maintenance of BMC’s customer contact data and optimize contact data flow and quality
  • Researching and leverage secondary sources of data as needed, including industry analyst data, financial analyst data, competitive data, etc.
  • Monitor, document and incorporate customer experience industry best practices and trends
  • Support senior staff as needed, responding to analysis-related questions and tasks

Position Requirements/Qualification

  • Minimum 5-years’ experience in a Business to Business (B2B) technology company, or customer experience team in a related industry
  • Customer Experience background, including working with customer feedback and improvement programmes to improve Net Promoter Score (NPS) in a similar environment
  • Ability to tell compelling stories with data
  • Experience with survey design and operations (Qualtrics preferred)
  • Strong analytical and quantitative skills; ability to handle data and metrics to back up assumptions and evaluate outcomes
  • Proven ability to manage/drive programs and/or projects within a software company or digital (B2B and B2C), or similar environment, with clear outcomes / targets
  • An understanding of customer-centricity, coupled with a practical understanding of the implications this brings for operations and the wider business
  • Experience of developing and delivering customer-centric design and using appropriate evidence-based techniques and methodologies
  • Working experience of customer feedback programmes e.g. voice of the customer, customer satisfaction studies
  • Self-starter who is a strategic thinker with an ability to implement programs, build a strong network quickly and liaise at all levels, influencing beyond your span of control
  • Effective communicator with excellent presentations skills and the ability to articulate key points effectively to a wide range of stakeholders through verbal presentation skills in a positive persuasive manner
  • A proven ability to turn data into useful insights and related action
  • Comfortable challenging others to drive improved outcomes for our customers
  • Ability to clearly and decisively mitigate risks and deal with issues calmly and confidently
  • Effective time management, working within a demanding, challenging and ever-changing environment
  • Proficient in Microsoft Office suite, especially Excel spreadsheets, graphs, and PowerPoint
  • Familiarity with SalesForce
  • Excellent written and spoken English

BMC is an Equal Opportunity Affirmative Action Employer.

 

BMC Software helps leading companies around the world put technology at the forefront of business transformation, improving the delivery and consumption of digital services. From mainframe to cloud to mobile, BMC delivers innovative IT management solutions that have enabled more than 15,000 customers to leverage complex technology into extraordinary business performance - increasing their agility and exceeding anything they previously thought possible.


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.