Senior Customer Experience Program Manager

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

23-Dec-2020

Job ID:

28776

Travel Amount:

up to 10%

Description and Requirements

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.


BU/PRODUCT DESCRIPTION:

The Customer Experience Analyst role is a function of BMC’s Customer Success department, developing and managing Customer Experience programs to measure, monitor and positively influence BMC’s Customer Experience, ultimately working to achieve our vision of a customer-centric company.

This individual contributor role will produce timely, actionable insights which identify and quantify opportunities to improve the customer experience, as well as engraining customer-centricity into the business.


PRIMARY ROLES AND RESPONSIBILITY:

  • Plan and execute the delivery of programs, based on analytical data in accordance with the goals of the organization to drive customer-centric change internally at BMC
  • Work with key decision makers within BMC to understand their customer experience improvement areas, interpret analytical data and make business decisions based on customer feedback
  • Interpret and perform analysis of survey/research data
  • Contribute to the design, build and maintenance of the Customer Experience team and its collateral, including training information/videos, survey platforms, communication channels
  •  External and internal communications using blogs, company intranet, email newsletters and social media
  • Encourage BMC employees to use the Customer Experience data and processes to develop a truly customer-centric culture
  • Proactively identify areas for operational improvement of the Customer Experience team
  • Help to design, develop and maintain moment-of-truth surveys to gather more data across the BMC customer journey
  • Design and maintenance of dashboards and reports to communicate results
  • Prepare reports of findings, illustrating data graphically and translating complex findings into written text
  • Ensure maintenance of BMC’s customer contact data and optimize contact data flow and quality
  • Researching and leverage secondary sources of data as needed, including industry analyst data, financial analyst data, competitive data, etc.
  • Monitor, document and incorporate customer experience industry best practices and trends
  • Act as administrator for online survey tool (Qualtrics), Microsoft Teams site, emailing lists, survey contact lists and support BMC users when using them
  • Scheduling meetings, taking minutes of meetings, creating tasks and actions for team members and managing those tasks and actions until completion
  • Support senior staff as needed, responding to analysis-related questions and tasks

QUALIFICATION:

  • Minimum 5-years’ experience in a Business to Business (B2B) technology company, or customer experience team in a related industry
  • Customer Experience background, including working with customer feedback and improvement programmes to improve Net Promoter Score (NPS) in a similar environment
REQUIRED SKILLS:
  • Proven ability to manage/drive programs and/or projects within a software company or digital (B2B and B2C), or similar environment, with clear outcomes / targets
  • An understanding of customer-centricity, coupled with a practical understanding of the implications this brings for operations and the wider business
  • Experience of developing and delivering customer-centric design and using appropriate evidence-based techniques and methodologies
  • Working experience of customer feedback programmes e.g. voice of the customer, customer satisfaction studies
  • Self-starter who is a strategic thinker with an ability to implement programs, build a strong network quickly and liaise at all levels, influencing beyond your span of control
  • Effective communicator with excellent presentations skills and the ability to articulate key points effectively to a wide range of stakeholders through verbal presentation skills in a positive persuasive manner
  • A proven ability to turn data into useful insights and related action
  • Comfortable challenging others to drive improved outcomes for our customers
  • Ability to clearly and decisively mitigate risks and deal with issues calmly and confidently
  • Effective time management, working within a demanding, challenging and ever-changing environment
  • Proficient in Microsoft Office suite, especially Excel spreadsheets, graphs, and PowerPoint
  • Familiarity with SalesForce
  •  Excellent written and spoken English

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, protected 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.