Customer Relationship Manager - SAAS / Support

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

12-May-2021

Job ID:

30105

Travel Amount:

None

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.
Our Premier Support team provide a high touch, outcome focused services for BMC customers, supporting critical business operations and key technologies initiatives.

We're looking for a new member to join this team to work with customers, building a deep understanding of their business and technology objectives across SaaS, On-Premise and Hybrid environments.

You'll create and manage the Service Delivery Plan to achieve those objectives. Ultimately, the goals of the PSM are to become a trusted advisor and to support successful adoption of BMC Solutions.

To be successful in this role you'll need
  • High level of understanding of SaaS Delivery Management
  • Proven background in delivery of contract obligations 
  • Strong relationship management, communication and problem-solving skills
  • Proven ability to work with large enterprise customers and understand their business and needs
  • Demonstrated ability to manage agreed milestones
  • Proven leadership and co-ordination of complex situations up to CXO level 
  • Internal stakeholder management  
  • Understanding of  project and change management
  • ITIL Foundation Certificate v3 or higher preferred
  • Leader and learner mindset 
  • Development of Customer Success Stories 
Day to day your responsibilities in this role will be:

Relationship Management
  • Cultivate and maintain strong, positive working relationships with Premier customer
  • Develop champions within the account at all levels
  • Be the customer advocate within BMC
  • Work in alignment with BMC ecosystem supporting the customer
  • Share BMC, industry, and cross-industry best practices for BMC Solutions covered by Premier
  • Advise customer of opportunities to connect with other customers through user conferences or reference calls
Delivery of Premier Service
  • Ensure Service Delivery Plans are aligned to customers' top priority technology initiatives
  • Set agenda, chair and manage Premier Governance Calls, Premier Service Delivery Reviews and site visits
  • Track recommendations provided to customers from Premier, including outcomes
  • Manage escalations of technical issues blocking product initiative 
  • Manage action plans to close gaps in service delivery or product satisfaction
  • Present internal account reviews for each account at least once per year, articulating the value delivered to Premier customers
Drive to Measurable Outcomes
  • Align with customer on key indicators for measuring success
  • Collaborate on strategy to help drive customer's desired business outcomes
  • Target high customer satisfaction scores for support and product
  • Drive toward high Net Promoter Scores (NPS)
  • Track Support Response and Resolution metrics, and coordinate improvement plans if needed 
  • Track performance and availability of BMC solutions, and map Premier activity to positive outcomes
Business Retention and Development
  • Be able to articulate the value of Premier 
  • Support renewal of product license
  • Document and share information related to license consumption
  • Engage the customer champion/economic buyer/decision-maker to support the Premier renewal
  • Work with account team to secure Premier renewal
  • Identify revenue opportunities (Product, PS, Training, Support) within the account and communicate opportunity with the account ecosystem
  • Coordinate Premier opportunities with the Premier Sales and account team 
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, 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, protected veteran status, 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.