Customer Support Manager - Guadalajara

Basic Information

Country

Mexico

State

Jalisco

City

Remote

Date Published

16-Aug-2021

Job ID

31115

Travel Amount

up to 10%

Description and Requirements

Description

BMC is actively seeking a smart, dynamic Customer Support Manager with a positive can-do mindset to join our team in Guadalajara, Jalisco, Mexico.

The Customer Support Manager will lead a team of Technical Support Analysts (TSA’s) who provide technical support for BMC products and related software products.
They will be responsible for creating a high-performance team, managing service levels, driving support improvement initiatives, managing customer escalations and ensuring the highest levels of customer satisfaction.

 
Responsibilities:

  • Create a culture of performance, accountability and customer advocacy
  • Facilitate individual and team growth and development.
  • Ensure the highest levels of operational excellence
  • Ensure the highest levels of customer satisfaction
  • Coach team members in dealing with customer issues.
  • Working directly with customers in the management of technical and business impacting issues.
  • Manage customer and sales escalations to a successful outcome
  • Proactive approach to team management, foreseeing issues before they become a problem
  • Assist in long-range strategic planning that will meet changing and future needs of the business.
  • Ability to communicate with and influence other departments with differing priorities in a matrix organization.
  • Communicating complex messages to employees to enhance their understanding of the global strategy.
  • Maintaining a global approach to customer support issues and management.
  • Exercise independent thought within defined procedures and practices.

Position Requirements:

  • 2-5 years in a Customer Support Management role
  • Proven people leadership skills
  • Proven ability to develop and maintain relationships with customers
  • Proven customer skills and ability to communicate with all levels of organizations
  • Prior successful experience supporting technology solutions within an organization, from executive management through to the technical staff
  • Project management and problem solving skills
  • Strong verbal agility and fluent spoken and written communication skills (English)
  • Ability to learn and effectively utilize Customer Support tools/resources
  • Must excel in a fast paced, diverse environment

 
The successful candidate will also possess a few of the following assets:

  • Previous experience with BMC solutions
  • Basic Concepts of ITIL and or ITIL Foundation Certification
  • Previous experience in working global enterprise customers.
  • Technical Support or technical background
  • Previous experience working for a software vendor

Qualifications/Experience/Education Required/Desired:

BS degree in CS or related technical field OR management qualification/s

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.
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.