Basic Information

Country:

Canada

State:

Date Published:

24-Feb-2025

Job ID:

43873

Travel:

up to 25%

This role can be based remotely in Canada

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

Description and Requirements

CareerArc Code

CA-JG

#LI-JG1

Remote: #LI-Remote

"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 BMC Success Management team are seeking a motivated and creative Senior Manager of Customer Success Management to design and lead a new digital customer success practice. This role will focus on leveraging digital marketing strategies to enhance customer engagement, drive product adoption, and foster long-term customer loyalty. The ideal candidate will possess a strong understanding of enterprise IT software, excellent communication skills, and a passion for delivering exceptional customer experiences. This role will be an active member of the centralized customer success programs leadership team and will manage a team of digitally-focused customer success managers who will create and run customer adoption campaigns, manage reactive customer engagement, and drive programs that positively impact Net Revenue Retention (NRR).

Here is how, through this exciting role, you will contribute to BMC's and your own success:

• Design and implement a comprehensive digital CSM practice that aligns with BMC’s strategic goals, including:

o Developing and executing digital marketing campaigns to drive customer engagement and product adoption.

o Creating and managing customer-focused content, including email newsletters, blog posts, webinars, and video tutorials.

o Utilizing BMC’s digital platforms to engage with customers, build community, and provide valuable resources.

• Lead and manage a team of customer success managers focused on delivering high-quality digital engagement

• Develop and execute customer adoption campaigns contributing to measurable NRR improvement

• Monitor and analyze customer engagement metrics to assess the effectiveness of campaigns and make data-driven decisions

• Collaborate with cross-functional teams, including marketing, sales, and product, to ensure a seamless customer experience

• Coordinate closely with CS leadership, ensuring digital CSM practice is aligned and amplifying efforts of invested and for-fee CSM services

• Stay up-to-date with industry trends and best practices in customer success management and digital engagement

• Lead key workstreams within cross-functional projects to implement digital service strategies to optimize unified service delivery, enhance client engagement, improve operational efficiency, and drive revenue growth

• Align digital CSM activities within the BMC OneCS Unified Service Delivery Model to deliver customer success services effectively and efficiently

• Leverage relationship building skills to drive collaboration with cross-functional teams, including marketing, sales, customer success, and product development, to ensure seamless integration of digital services into overall business strategies

• Track key performance indicators (KPIs) to measure the effectiveness of digital service initiatives, analyzing data to identify areas for improvement and optimization

• Develop workstream charters, timeline and stakeholder maps for critical workstreams, demonstrating a self-starter attitude to align activity to KPIs

• Prepare regular reports and presentations for senior management, providing insights into digital service performance and future opportunities

As a functional leader, deliver a strong impact to:

• Business stakeholders who provide critical insight into the future definition of go-to-market content

• Project stakeholders who support the delivery of business-critical projects, driving enhancements to customer experience and internal efficiency

• Senior stakeholders who sponsor critical projects and hold a keen interest in Success Management outcomes, demonstrating credibility and subject matter expertise

• Customers for ad-hoc engagements through bringing an elevated, strategic perspective that accelerates customer value

• Product management through high-value bi-directional relationships ensures that go-to-customer content and approach align with future product direction, offering strong customer insights and trends to drive the product roadmap

• Marketing through an aligned approach to go-to-market methods and narrative

To ensure you’re set up for success, you will bring the following skillset & experience:

• 8 - 10 years in strategic marketing, communications, and/or customer success-related roles of progressing seniority, ideally with a focus on enterprise software, enterprise technology, and/or consulting

• 5+ years of program management experience leading complex projects and interfacing with customers.

• Strong leadership and interpersonal skills, with the ability to inspire and motivate a team in a fast-paced, dynamic environment

• Strong project management skills and the ability to manage multiple initiatives simultaneously

• Deep understanding of digital technologies and platforms, with experience in customer success, digital services, and customer experience – especially experience with CRM systems and customer success tools

• Passion for customer marketing and communications and a commitment to delivering exceptional customer experiences

• Excellent communication and presentation abilities, with the capacity to articulate complex concepts to diverse audiences

• Strategic thinker with a results-oriented mindset and a passion for innovation

• Proficiency in digital analytics tools and platforms, with proven ability to analyze data and make informed decisions

• Experience working in and successfully navigating complex, matrixed organizations

• Knowledge of enterprise SaaS operating principles, best practices, and procedures

• Proven track record of success in developing and implementing digital service strategies that drive business results

• Outstanding written, verbal, and listening communication skills.

• A BA/BS degree in business, science, engineering, or a similar discipline is preferred; an MBA, MA, or other graduate degree is a plus

• Willingness to travel 10-20% of the time

#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.