Senior Onboarding Customer Success Specialist
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Description and Requirements
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.
- Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the onboarding journey – with a focus on the user portion of that journey
- Be the change agent force that continuously advocates for and on behalf of the customer, providing unbiased, actionable, customer-driven feedback to BMC product and sales leadership
- Provide real-time visibility into the overall status and health of BMC’s customers
- Maintain a real time understanding of BMC’s customers and their adoption of our products
- Ensure a consistent onboarding experience for all customers
- Maintain enthusiasm while providing overarching coordination for all activities from the customer’s purchase until the have achieve a successful launch of our solutions
- Develop and nurture trusted relationships with the customer
- Demonstrate deep understanding of BMC products, core product features and use cases and their application within a customer’s complex environment
- Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their stated business goals
- Manage and track against key performance indicators for customer onboarding process
- Effectively deliver engaging enablement presentations, training, and a cadence of regular remote meetings, tailoring them to align with customers strategic business goals.
- Ability to relate the product to value and expected customer outcomes in an easy-to-understand, implementable adoption plan that will help guide our customers to achieve those outcomes
- Identify customer adoption challenges and risks to a successful launch
- Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status of customer’s overall health
- Demonstrate a solid appreciation for the implications of customer adoption on BMC Net Revenue Retention Rates (NRR)
- Capture and provide targeted feedback into the BMC R&D teams to ensure critical mass customer feedback on BMC solutions is appropriately addressed in future innovation
- Champion on behalf of the customer for product improvements and product advancements
- Competencies and Experience Needed for Success
- Bachelor’s degree in technology-related field and prior experience with SaaS is ideal for this role
- Customer focused and demonstrable passion about customer success
- Ability to prioritize, multitask, and organize workload
- Superior written and verbal communications skills with a professional (even dynamic) presence, presentation and public speaking skills
- Ability to work both individually and collaboratively within a team environment
- Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation requirements
- Quick learner, always looking to embrace and master new technologies
- Technical background in IT Service Management, Workload Automation and/or IT Operations Management solutions is a plus, though not required
- Capable project/program management skills with ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes
- Proven operational acumen with ability to define success targets and ensure attainment of targets
- Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, account planning
- Excellent written, verbal and listening communication skills.
- Mandarin speaking will be an added advantage.
- Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel
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.