Customer Value Architect - Norway

Basic Information

Country:

Norway

State:

NA

City:

NOR Office at Home

Date published:

12-Nov-2020

Job ID:

28495

Travel Amount:

up to 25%

Description and Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

The Customer Value Architect is a technical advisory role responsible for helping our customers receive a better experience and realize greater value from BMC solutions and services.  It is an exciting customer facing role that puts you at the forefront of applying cutting edge innovation to solving challenges faced by the largest enterprises on the planet.  Customer Value Architects (CVAs) will form the basis of a new, next-generation customer-oriented team that reports to the office of BMC’s CEO.  To drive focus and maximize impact to customers, these roles will be focused on BMC’s most strategic accounts, with an expectation that each Architect will work with roughly 5-10 accounts.  

This role is a highly consultative role that does not perform implementation or configuration of solutions; rather, CVAs guide customer and partner resources to get the absolute most out of their BMC products and deliver best practices. This role interfaces with the customer across executive, IT service owner, enterprise architects and development teams throughout the customer journey.

Ultimately, the overarching goal of the Architect is to ensure BMC customers achieve their stated business outcomes and realize value from their investments in BMC software.  To achieve this goal, the mission of Customer Value Architect team is to:

• Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the   customer journey – with a focus on the user portion of that journey
• Be the change agent force that continuously advocated for and on behalf of the customer, providing unbiased,   actionable, customer-driven feedback to BMC product and sales leadership
• Provide real-time visibility into the overall status and health of BMC’s Top accounts

JOB RESPONSIBILITIES

• Overarching responsibilities and objectives of the role include the following:
• Driving adoption of BMC products & solutions
• Improving overall customer experience throughout the customer journey
• Cultivating, retaining & expanding BMC customer relationships
• To deliver on those three overarching responsibilities, Architects must work with clients to:
• Translate real customer objectives to business outcomes by developing a customer success plan prior to the sale of   software and working with the customer post-sale to execute against that success plan
• Be the primary BMC customer advocate along the customer journey, working continuously with customers and the rest   of the BMC ecosystem (including pre-sales, sales, R&D, and support and services) to champion unbiased customer-  oriented views to BMC leadership
• Deliberately and meaningfully engage with customers to maintain line of sight on progress of the success plans,   perform ad hoc program management support for agreed upon elements of the success plan, perform adoption/deployment   health checks, deliver operational best practices, keep the customer informed about upcoming   changes/upgrades/innovations with BMC products and solutions
• Demonstrate technical understanding of BMC products and solutions and its application within a customer’s complex   environment
• Analyze and translate business objectives and related technical requirements into an easy-to-understand,   implementable architectural blueprint and adoption plan that will help clients’ achieve their outcomes per the   success plan
• Engage with customer enterprise architects to position BMC as the digital transformation platform integrated with   the core systems
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision   points
• Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders   to IT experts, professionals and architects
• Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC solutions consistent with their   stated business goals; develop an approach to close gaps and roll into the customer success plan, collaborating   appropriately with the BMC sales and services 
• In addition to core customer-facing responsibilities above, Architects must also:
• Understand all aspects of overall customer health and know how to proactively manage health – taking into factors   such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and   customer experience-metrics
• Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status of   customer’s overall health
• Capture and provide targeted feedback into the BMC R&D teams to ensure critical mass customer feedback on BMC   solutions is appropriately addressed in future innovation

Competencies and Experience Needed for Success
 
• Bachelor’s degree in technology-related field
• 10-15 years in customer-facing roles of progressing seniority, featuring a mix of technical complexity and   enterprise architecture, influencing, program management, and execution skills
• Ideally, roles/experience would have been focused in enterprise software or IT consulting:  as a pre-sales   consultant, technical account manager/customer success, enterprise services architect or consultant, product   manager or owner, and/or IT enterprise architect
• 5+ years large program experience leading large-scale IT programs or projects, and/or
• 5+ years of experience in consulting leadership roles at a top-tier consulting company focused on technology   (Digital/SaaS/Enterprise Software) is highly preferred
• 5+ years in a highly consultative pre-sales engineer/consultant role in the enterprise technology space
• Experience with SaaS
• Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support),   business applications and automation
• Technical background in Workload Automation, IT Service Management and/or IT Operations Management solutions is a   plus, though not required
• Experience working with functional business leaders, identifying business objectives and developing outcome-focused   roadmaps
• Capable project/program management skills with ability to synthesize customer success outcomes into well-structured   program plans that deliver against such outcomes
• Proven operational acumen with ability to define success targets and ensure attainment of targets 
• Proven ability to address difficult issues, make tough decisions, and communicate constructive feedback
• Familiarity with next-generation enterprise software customer success principles, including customer health scores   & management, adoption engineering, customer success plans, account planning
• Excellent written, verbal and listening communication skills 
• Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, 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, 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.