Customer Value Specialist - Workload Automation

Basic Information

Country:

United States

State:

Florida

City:

USA Florida - OFC at Home

Date published:

27-Apr-2021

Job ID:

29980

Travel Amount:

up to 25%

Description and Requirements

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.

If you are passionate about customer success and you are customer and people centric and are interested in helping BMC deliver on its commitments and taking your career to the next level, we invite you to apply online now. Please note that due to high volume of applicants received, only short-listed candidates will be contacted.

Helix Control-M CUSTOMER VALUE SPECIALIST

The Helix Control-M Customer Value Specialist (CVS) 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 thing’s adoption. You are the “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 through 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 Value 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 Value Specialist will be on the front lines of this mission.  

To achieve these goals, the mission of Customer Value Specialist team will be to:
Engage with the customer during the latter stages of the sales cycle to build the preliminary Success and Onboarding plans
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 advocated 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
Communicate implementation and adoption status to key customer stakeholders and decision makers 

JOB RESPONSIBILITIES

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 overarching responsibilities, the Value 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
o 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 
o Identify customer adoption challenges, CSAT risks and other indicators of churn risk
o 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 
The Helix Control-M Customer Value 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:  
o Ensure customer readiness and build an Onboarding Plan that contains details to set post-sale expectations
o Assist in the Provisioning and Day-One customer activities 
o Address technical issues that are impacting onboarding and adoption and navigate to the appropriate BMC resolution owner
o Coordinate the delivery of contracted Professional Services 
o Provide ‘on the fly’ Enablement and ‘how to’ Use Case support
o Participate in Project governance & Report on Usage / Consumption Metrics 
o Identify new opportunities to expand the reach and value of Helix Control-M to the organization
o Create real-time feedback loop between the customer, BMC Product Mgmt, R&D and Supports teams 
o Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their stated business goals
o 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, Product Specialists 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 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 or related technical certifications / expertise in technology-related field and prior experience with SaaS is ideal for this role 
Customer focused and demonstratable passion about customer success
5+ 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 
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

#LI-Remote
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, 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.