Principal Support Account Manager - North America & LATAM

Basic Information

Country

Mexico

State

Mexico

City

Remote

Date Published

14-Sep-2021

Job ID

31536

Travel Amount

up to 25%

Description and Requirements

POSITION SUMMARY  

BMC Premier Support is a high-touch, outcome-focused service for customer IT organizations using BMC solutions to support critical business operations and key technology initiatives.  The Premier Support Account Manager is responsible for building a deep understanding of the Premier customer's business and technology objectives and, in partnership with the customer, creating and managing a Service Delivery Plan to achieve those objectives.   Ultimately, the goals of the PSAM are to become a trusted advisor and to support successful adoption of BMC Solutions whether On-Premise, Hybrid or Cloud. 

KEY SKILLS 
  • Strong relationship management, communication and problem-solving skills 
  • Proven ability to work with large enterprise customers and understand their business needs 
  • Experience providing enterprise account management for an information technology company 
  • Demonstrated ability to manage to agreed milestones 
  • Proven leadership and co-ordination of complex situations 
  • Understand project and change management 
  • ITIL Foundation Certificate v3 or higher preferred 
  • Bilingual Language Skills (English and Spanish Fluency - Written & Verbal)

Relationship Management 
  • Cultivate and maintain strong, positive working relationships with Premier customer 
  • Develop champions within the account at all levels 
  • Be the customer advocate within BMC 
  • Work in alignment with BMC ecosystem supporting the customer 
  • Share BMC, industry, and cross-industry best practices for BMC Solutions covered by Premier 
  • Advise customer of opportunities to connect with other customers through user conferences or reference calls 

Delivery of Premier Service 
  • Ensure Service Delivery Plans are aligned to customers' top priority technology initiatives 
  • Set agenda, chair and manage Premier Governance Calls, Premier Service Delivery Reviews and site visits 
  • Track recommendations provided to customers from Premier, including outcomes 
  • Manage escalations of technical issues blocking product initiative  
  • Manage action plans to close gaps in service delivery or product satisfaction 
  • Present internal account reviews for each account at least once per year, articulating the value delivered to Premier customers 

Drive to Measurable Outcomes 
  • Align with customer on key indicators for measuring success 
  • Collaborate on strategy to help drive customer's desired business outcomes 
  • Target high customer satisfaction scores for support and product 
  • Drive toward high Net Promoter Scores (NPS) 
  • Track Support Response and Resolution metrics, and coordinate improvement plans if needed  
  • Track performance and availability of BMC solutions, and map Premier activity to positive outcomes 

Business Retention and Development 
  • Support renewal of product license 
  • Document and share information related to license consumption 
  • Engage the customer champion/economic buyer/decision-maker to support the Premier renewal 
  • Work with account team to secure Premier renewal 
  • Identify revenue opportunities (Product, PS, Training, Support) within the account and communicate opportunity with the account ecosystem 
  • Coordinate Premier opportunities with the Premier Sales and account team 
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
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.

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