The Customer Success Manager is a member of BMC’s Customer Success organization and the role reports to a Director, Customer Success.

Purpose

The Customer Success Manager (CSM) leads the delivery of BMC customer success subscription services to our customers. These services help customers to adopt and realize value from the investments they make in BMC solutions.

Key Accountabilities

The CSM is accountable for the effective delivery of customer success subscription services to their assigned customers. This includes working with these customers to:

1. Build and maintain tailored Success Plans that reflect an agreed definition of success in quantified and measurable terms with supporting key performance indicators (KPIs).
2. Build a roadmap aligned to the Success Plan to describe how the subscriber should get from its current state to its desired future state.
3. Represent BMC in the joint governance framework that oversees Success Plan execution.
4. Align the BMC ecosystem behind the Success Plan, proactively leveraging that ecosystem to help the customer achieve the agreed success criteria.
5. Represent the customer’s interests and needs back into BMC.
6. Plan and deliver regular and formal reviews to validate progress and ensure on-going understanding and alignment between BMC and the customer.
7. Seek opportunities for BMC to expand its commercial relationship with customers by identifying expansion opportunities and handing these over to Sales.
8. Use and maintain BMC management information systems to ensure the effective recording of customer engagements.

Position Strengths

1. Customer focus and centricity, including the ability to advocate on their behalf in order to achieve mutually beneficial outcomes.
2. Proactive & open communication approach combined with excellent written and verbal communication skills that equip the subject to communicate effectively with all levels of customer resources from C-level down.
3. Ability to work independently but with an appreciation of the need to work as part of a team.
4. Organisational & Planning skills combined with a strong work ethic and attention to detail.
5. Flexibility & Adaptability combined with initiative, problem solving & decision-making skills.
6. Ability to build and grow mutually successful working relationships and partnerships with customers and colleagues.
7. Ability to build strong Champions among internal and external stakeholders.
8. Excellent written and verbal communication skills that equip the subject to communicate effectively with all levels of customer resources from C-level down.
9. Commercial awareness and business acumen with an ability to identify and negotiate win-win solutions.
10. High levels of enthusiasm and creativity with a successful record of getting to win-win solutions through influencing, persuading, negotiating and building consensus.

Professional Behaviours

1. Leadership and influencing skills.
2. Experience, authority and confidence to be both directive and consultative.
3. Focus on achieving success through win-win strategies and solutions.
4. Presentation of a credible face at all levels within our own and our customers’ organisations.
5. Development of your own skills and contributing to the development of others through mentoring or adding to a community of practice.
6. Recognition of opportunities for customers to make better use of their technology solutions and for BMC to expand its engagements through additional products and services.
7. Enthusiasm and energy combined with high levels of personal and professional integrity.

Experience

1. Minimum ten years in customer-facing roles, and ideally customer success management roles, of progressing seniority that have included navigating complex and matrixed organizations to build trust-based relationships with executives and partners.
2. Successfully mapping technology solutions to business objectives and then driving the adoption of those solutions to achieve those objectives, ideally from the position of an external service provider where example and influence replace direct managerial authority.
3. An understanding of at least one of the principal operational domains and processes that BMC’s products support.
4. Ideally, familiarity with BMC or similarly purposed enterprise software solutions and the ability to describe these solutions, including in particular the business benefits they enable, in terms that are relevant and impactful for customers.
5. Proven experience of operating successfully in both consultative and directive modes, with strength of character and focus that has influenced and driven your own and your customer’s organisations to achieve positive results.
6. First-hand experience of playing lead roles in organizational and project level governance models.
7. Building Champions and achieving Trusted Advisor status with customers and colleagues.
8. A record of identifying and helping to develop opportunities for customers to make better use of business solutions as well as opportunities for your organisation to grow its business with those customers.

1. Successful collaboration with Sales, Pre-Sales, Professional Services, R&D and Support organisations to provide a joined-up experience to the benefit of both customer and internal stakeholders.

Qualifications / Certifications

1. Bachelor's degree or equivalent
2. ITIL v4 foundation certification or higher (strongly preferred)
3. MSP (preferred)
4. PMP or similar (preferred)