Customer Success Specialist - Control-M - location flexible across Europe

Basic Information





Date Published


Job ID


Travel Amount

up to 10%

Description and Requirements

Fluent Spanish and English required, location flexible.

The Customer Success Specialist (CSS) is a BMC specialist role responsible for driving customer adoption of BMC products and helping customers achieve successful outcomes.  As a BMC product specialist, you will champion the capabilities of our products and know how specific BMC products enable value in customer organizations today, and in the future. It is an exciting customer facing role that puts you at the forefront of supporting our customers by inspiring them to think about how our products can support their broader business needs. 

You know how to solve the most tactical and strategic problems for your customers as well as identify opportunities for new use cases and expansion. You have methodical product use case orientation, with a focus on all things adoption. You are the “trusted advisor” able to support and guide our customers to be successful using our products. 

This role is a highly consultative role that does not perform implementation or configuration of solutions but is the day-to-day contact to guide customer resources to maximize the adoption of BMC products and educating and enabling them on best practices that enable them to drive stronger and more engaged customer relationships using our products.  This role interfaces with the customer across executive, IT service owner, enterprise architects and development teams throughout the customer journey: with an eye toward continuous customer advocacy and laser focus on helping customers adopt BMC products and achieve their business outcomes.  

Ultimately, the overarching goal of the Customer Success Specialist is to ensure BMC customers achieve their stated business outcomes, realize value from their investments in BMC software and to fully adopt our products.  For BMC to succeed, our customers need to succeed – and the Customer Success Specialist will be on the front lines of this mission.  

To achieve these goals, the mission of Customer Success Specialist team will be to:
  • Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the customer 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 
  • For Helix Control-M SaaS customers, engage with the customer during the latter stages of the sales cycle to build the preliminary Success and Onboarding plans
  • Communicate implementation and adoption status to key customer stakeholders and decision makers 

Overarching responsibilities and objectives of the role include the following:
  • Driving adoption & expansion of BMC products & solutions
  • Improving overall customer experience throughout the customer journey, and delight our customers 
  • Cultivating, retaining & expanding BMC customer relationships

To deliver on those three overarching responsibilities, the Success Specialists must work with customers to:
  • Demonstrate deep understanding of BMC products, core product features and use cases and their application within a customer’s complex environment
  • 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, CSAT risks and other indicators of churn risk
  • Develop and manage remediation plans to alleviate customer challenges 
  • Demonstrate product features beyond central functionality to help customers achieve specific business results 
  • Develop and nurture trusted relationships with the customer 
  • Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their stated business goals
  • Develop an approach to close gaps and roll into the customer value adoption plan, collaborating appropriately with the BMC sales and services team to identify and further vet expansion opportunities and pipeline that fits with our customer’s desired outcomes 

For Helix Control-M SaaS customers, the Customer Success Specialist will provide continuity during the transition from the Sales team to the Onboarding and Implementation phases and will remain continually engaged throughout the Customer Journey:  
  • Ensure customer readiness and build an Onboarding Plan that contains details to set post-sale expectations
  • Assist in the Provisioning and Day-One customer activities 
  • Address technical issues that are impacting onboarding and adoption and navigate to the appropriate BMC resolution owner
  • Coordinate the delivery of contracted Professional Services 
  • Provide ‘on the fly’ Enablement and ‘how to’ Use Case support
  • Participate in Project governance & Report on Usage / Consumption Metrics 
  • Identify new opportunities to expand the reach and value of Helix Control-M to the organization
  • Create real-time feedback loop between the customer, BMC Product Mgmt, R&D and Supports teams 
  • Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their stated business goals
  • Develop an approach to close gaps and roll into the customer value adoption plan, collaborating appropriately with the BMC sales and services team to identify and further vet expansion opportunities and pipeline that fits with our customer’s desired outcomes 

In addition to core customer-facing responsibilities above, as a specialist you must also:
  • 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:
  • Has experience with enterprise Workload Automation tools and processes and related technologies, such as Cloud, SaaS, Serverless Technologies, Big Data, Managed File Transfer, Containers and an understanding of IT DevOPS practices, etc.
  • Able to identify relevant Business and Automation initiatives that can be supported by Control-M from a variety of sources (internal and external the client) and independently identify and establish relationships with the owner and beneficiaries of those initiatives.
  • Experience selling, implementing, and converting to Control-M from competing tools
  • Capable of designing and performing Control-M Solution Overviews and Technical Demonstrations 
  • Understands and can deliver all technical actions surrounding a Value Based Selling Value Realization activity 
  • Can have a legitimate and thoughtful conversation around the future direction of Automation within the industry and specific client environment 
  • Is conversant in frequently used Use Cases that customers in their relevant market vertical are most interested in
  • Can quickly assess the alignment of Helix Control-M to the current and future needs of the business and identify any obstacles that are preventing the organization from supporting their required Use Cases or fully adopting their currently licensed toolset
  • 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
  • 8+ years in customer-facing roles of progressing seniority, featuring a mix of technical complexity and enterprise architecture, influencing, program management, and execution skills
  • Ideally, roles/experience would have been focused in enterprise software or IT consulting:  as a pre-sales consultant, technical account manager or customer success manager 
  • Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation requirements
  • Technical background in Workload Automation strongly desired
  • Technical background in IT Service Management, and/or IT Operations Management solutions being a plus, though not required
  • Capable project/program management skills with ability to synthesize customer success outcomes into well-structured adoption 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 
  • Professional (even dynamic) presence, presentation, and public speaking skills 
  • Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel
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, 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.