Customer Success Executive - Australia

Basic Information

Country

Australia

State

Victoria

City

Melbourne

Date Published

06-May-2022

Job ID

33918

Travel Amount

up to 10%

Secondary locations

AUS Sydney - Kent Street

Description and Requirements

#LI-MS2
BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
Customer Success Executive, BMC Customer Success Management

Organization

At BMC transformation is everything: it’s how we bring IT to life for more than 20,000 customers worldwide, including over 80% of the Fortune 500, and it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, including their own. 

We’re not new to the world of IT management solutions and services but our attitude is. We have the strength of proven market leadership but we also have the energy, optimism and opportunities that often make us feel more like a start-up. For you this means the chance to do more and to be more - not only to make great things happen with technology but also to help reinvent BMC. A career that expands your mind and your horizons: peers who inspire, drive and support you; an environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation.

Purpose

The increasing transition of software delivery and consumption to the SaaS model makes customer experience and satisfaction ever more mission critical for BMC. Our customers need to accelerate solution adoption and be able to realize the impact and value to their business as quickly as possible. We’re continually evolving to address this imperative and one of our flagship initiatives is the BMC Advantage strategic advisory service which works with customers to drive solution adoption and accelerate their realization of value. The Customer Success Executive (CSE) is a consultant who works with a small portfolio of customers to deliver this service, developing deep relationships with customer leaders and delivery partners whilst leveraging the BMC ecosystem to enable customer outcomes. 

Key Accountabilities

The CSE is accountable for the successful delivery of the Advantage service. You’ll be shaping and delivering high velocity engagements to realise value within a few months by bringing digital transformation focus to bear around your customers’ BMC’s solutions. What you advise is what you help to deliver.

Breaking this down, the CSE:
  • Develops strong relationships with CIO, CFO, CHRO level executives, IT program leaders and business leaders to align with their core strategy, business objectives, programmatic goals and solution roadmaps.
  • Maintains account level relationships to advocate BMC best practices and drive clear value propositions
  • Builds Customer Success and Value Acceleration Plans that articulate all of this in terms that our customers and our ecosystem can act on.
  • Develops strong relationships with the other members of the BMC account team and ecosystem to align them behind the Value Acceleration Plan and to support its achievement.
  • Leads efforts to help the customer evolve their business transformation vision; helps the customer to deliver value-based capability and maturity roadmaps, and to establish delivery operating model governance.
  • Works with the BMC ecosystem to achieve and exceed customer satisfaction targets.
  • Work closely with the Sales organizations to develop and execute growth plans and strategies to deliver on our brand promise and identify growth potential.
  • Collects product, solution and experiential feedback from customers and shares this with BMC’s product organization to influence our roadmap.

Experience
  • 15+ years of professional experience in a consulting / professional services organization or equivalent leading and delivering engagements with defined scope, milestones, deliverables and outcomes.
  • Management and functional consulting roles focused on technology implementation and transformation programs serving fortune 100-1000 companies.  
  • Experience working with multiple industries with significant focus in Telecommunications, Financial Services or Government agencies.
  • Experience working as a thought leader, delivering value-adding advice and guidance based on personal experience of best practices around the people, process, organizational and technology dimensions of business change and solution adoption.
  • Familiarity with consulting best practices plus solution implementation, project and program management approaches.
  • Familiarity with enterprise software sales, implementation, adoption and value realization practices.
Qualifications
  • Familiarity with BMC and or similarly purposed enterprise software solutions with the ability to describe these solutions and the business benefits they enable in terms that are relevant and impactful for customers.
  • Ability to formalize and deliver a strategy-based consulting engagement to customers including planning and logistics activities, workshop facilitation, resource alignment, data collection and analysis, project planning and plan execution. 
  • The ability to work independently whilst appreciating the necessity to work collaboratively as part of a team.
  • Experience working in and successfully navigating complex, matrixed organizations – this is a highly visible role that will continuously interface with customers and sales/presales leaders and c-level executives across the organization. 
  • Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak.
  • The ability to understand customer business goals; map technology solutions in support of their achievement and share solution adoption best practices to help accelerate that achievement.
  • A collaborative approach with the ability to build consensus across supplier teams as well as between suppliers and customers.
  • Commercial awareness and business acumen combined with the ability to identify and help develop opportunities for customers to make better use of BMC solutions, as well as opportunities to renew and expand.
  • A proven ability to build Champions and achieve Trusted Advisor status with customers and colleagues.
  • Familiarity with BMC and or similarly purposed enterprise software solutions with the ability to describe these solutions and the business benefits they enable in terms that are relevant and impactful for customers.

Optional Certifications
  • ITIL certification (v4 preferred)
  • MSP
  • PMP or similar

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.