Senior Director, Customer Success

Basic Information

Country:

United States

State:

Texas

City:

USA Houston

Date published:

01-Apr-2021

Job ID:

29711

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.
At BMC, transformation is everything. It’s how we bring IT to life for more than 20,000 customers worldwide - 82% of the Fortune 500 to be exact. And it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, especially their own. 

We’re not new to the world of IT management solutions and services, but our attitude is.  We have the clout of proven market leadership. But we also have the energy, optimism, opportunities, and private financial backing that makes us feel - and act - more like a start-up that knows no limits. 

For you, that means the chance to do more and be more - not only making incredible things happen with technology but also reinventing the BMC business right now. 

A career that expands your mind and your horizons. Peers who inspire you, drive you, support you, and make you laugh out loud. An environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation. That’s BMC.

“I joined BMC because of the excitement around our new technologies and our new investors. BMC has offered me an opportunity that sells a market-changing suite of solutions, 
backed by the power of a $2B startup.”

SR DIRECTOR, CUSTOMER SUCCESS
BMC is a leading Enterprise IT software company that delivers software and services that enable over 10,000 global customers to thrive in their ongoing evolution to an Autonomous Digital Enterprise. We are looking for an experienced Customer Success leader to drive strategic change to improve the post-sales customer experience. In this role, you will work closely with the leaders of Customer Value Realization and Global Customer Support to develop and implement strategic improvements.

Our team’s vision is to elevate the BMC Customer Journey to a world-class, low-friction, adoption-focused transcendent experience.  Customer success leaders will focus on continuously improving success processes and driving cross-functional information sharing to better advocate for the customer.  Through best-in-class process and orchestration, customer success leaders will continuously “push the envelope” to drive customer centricity transformation across BMC.  

The Director, Customer Success will focus on:
Driving measurable improvements to leading operational metrics (customer health, NPS, customer satisfaction, overall CX) and financial outcomes (renewals, expansion and net retention) 
Ensuring data-driven decision making and real-time account intelligence at scale to provide teams across BMC with the key insights needed to efficiently and effectively improve the Customer Journey
Recruiting, leading and enabling talented customer success practitioners in their pursuit of delighting BMC customers

Job Responsibilities
The successful candidate will:
Partner with BMC customer success leaders and the BMC ecosystem to help customers realize outcomes with BMC solutions, focusing on the following objectives:
Driving customer adoption
Improving overall CX throughout the Customer Journey
Cultivating, retaining & expanding relationships
Drive operational excellence and continuous improvement across customer success, with a focus on the global customer support and/or customer value realization teams
Develop, execute and continuously improve high-value customer success teams, processes and initiatives (e.g., continuous customer support, premium success offerings, customer experience efforts, customer value realization practices, digital customer experience, self-service and knowledge management, problem management and proactive support)
Continuously assess and improve customer success core processes, deliverables and toolsets
Develop consistently strong relationships with customers and the BMC ecosystem stakeholders
Systematically collect customer feedback, prioritize, communicate with BMC ecosystem to drive change

Qualifications
10+ years in customer-facing roles of progressing seniority, ideally with focus in enterprise software, enterprise technology and/or consulting 
5+ years program management experience leading complex projects interfacing with customers
5+ years experience in customer success, customer support and/or professional services
Knowledge of enterprise SaaS operating principles, best practices and procedures
Familiarity with post-sales principles, including:
customer success planning
adoption maturity frameworks
health scores and management
NPS/Ease of Doing Business and customer experience programs
modern technical support metrics and practices (e.g., self-service, digital CX, problem mgmt. and proactive support)
Experience leading, developing and driving change across large teams at-scale
Experience managing high-performing teams and history of collaborating effectively cross-functionally 
Proven operational acumen with ability to define success targets and ensure attainment of targets 
Experience working in and successfully navigating complex, matrixed organizations
Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel
Outstanding written, verbal and listening communication skills 
BA/BS degree in business, science, engineering or similar discipline preferred; MBA, MA, or other graduate degree a plus
Willingness to travel 10-20% of the time once safe to do so

Why join us:
Great opportunity to join a PE-backed business in the early stages of a growth transformation
Learn best practices from an established global market leader in enterprise software
Work remotely from anywhere in North America 
Competitive compensation and benefits packages
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.