Customer Success Manager - Spain

Basic Information

Country

Spain

State

NA

City

Madrid

Date Published

11-Aug-2021

Job ID

31057

Travel Amount

up to 25%

Description and Requirements

The Customer Success Executive is a member of BMC’s Strategic Services & Advantage Practice which forms part of the Customer Success organization. The role reports to a Director, Customer Success.

Purpose

The Customer Success Executive (CSE) leads the delivery of the BMC Advantage service to our customers. BMC Advantage is a strategic subscription service that works with customers to help them adopt and realise value from the investments they make in BMC solutions.

Key Accountabilities
  • The CSE is accountable for the effective delivery of the BMC Advantage subscription service to their assigned customers. This consists in the main of working with these customers to:
  • Build and maintain tailored Success Plans that reflect an agreed definition of success in quantified and measurable terms with supporting key performance indicators (KPIs).
  • Build a roadmap that is aligned to the Success Plan, describing how the subscriber should get from its current state to its desired future state.
  • Establish a framework for measuring and tracking achievement against the Success Plan.
  • Represent BMC in the joint governance framework that oversees Success Plan execution.
  • Align the BMC ecosystem behind the Success Plan, proactively leveraging that ecosystem to help the customer achieve the agreed success criteria.
  • Represent the customer’s interests and needs back into BMC.
  • Work closely and collaboratively with BMC ecosystem colleagues, including partners, to foster alignment, collaboration and cooperation across the pre-sale and post-sale lifecycle.
  • Plan and deliver Quarterly Business Reviews to validate progress and ensure on-going understanding and alignment between BMC and the customers.
  • Facilitate the BMC Advantage subscription renewal process within their assigned accounts.
  • Seek opportunities for BMC to expand its commercial relationship with customers by identifying expansion opportunities and handing these over to Sales.

Position Strengths
  • Customer focus.
  • Proactive & Open Communication.
  • Ability to work independently but with an appreciation of the need to work as part of a team.
  • Organisational & Planning skills combined with a strong work ethic and attention to detail.
  • Flexibility & Adaptability combined with initiative, problem solving & decision-making skills.
  • Ability to build and grow strong mutually successful working relationships and partnerships with customers and colleagues.
  • Ability to proactively build strong Champions among internal and external stakeholders. 
  • Ability to see opportunities: opportunities for subscribers to make better use of their technology solutions and opportunities for BMC to expand its engagement with subscribers through additional products and services.

Professional Behaviours
  • Leadership and influencing skills.
  • Growing personal networks and building champions.
  • Experience, authority and confidence to be both directive and consultative.
  • Focus on achieving success through win-win strategies and solutions.
  • The ability to present a credible face at all levels within our own and our customers’ organisations. 

Competencies
  • An understanding of the principles of Program Management encompassing:
  • the relationships between objectives, benefits, capabilities and projects
  • why Value Realisation / Benefit Management is important and how to apply it
  • how effective business change, stakeholder management and communication management are critical to success
  • governance good practice

An understanding of one or more of the following:
  • BMC or BMC-like products and the business benefits they are intended to facilitate.
  • The principal operational domains and processes that BMC’s products support.
  • Excellent written and verbal communication skills that equip the subject to communicate effectively with all levels of customer resources from C-level down.
  • Excellent spoken and written English with fluency (spoken and written) in one other international business language.
  • Facilitation and presentation skills.
  • The ability to develop strong working relationships, ideally evolving into Trusted Advisor partnerships, with customers and colleagues.
  • The ability to develop Champions in customer organisations as well as across the BMC ecosystem.
  • The ability to operate successfully in a matrixed organisation where the ability to lead by example and through influence is essential.
  • Commercial awareness and business acumen with an ability to identify and negotiate win-win solutions.
  • Personal organization, planning and time management skills.

Experience

Some or all of the following:
  • 5 years’ experience of working with complex customers, including C-Level engagement, to drive the adoption of and realise value from BMC or BMC-like software products.
  • 5 years’ experience of using BMC or BMC-like solutions to deliver operational services to internal or external customers.
  • Building and executing Customer Success Plans and or helping customers to execute Benefit Management / Value Realisation activities to measure the achievement of business and value objectives.
  • 5 years’ experience of working in complex matrixed organisations where success relies heavily on influence and leveraging relationships rather than direct authority.
  • Collaboration with Sales, Pre-Sales and Support organisations to provide a joined-up experience to the benefit of both customer and internal stakeholders.

Qualifications / Certifications
  • Bachelor's degree or equivalent
  • PMP or similar (preferred)
  • MSP (preferred)
  • ITIL V3 or v4 foundation certification (preferred)

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.

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.