Senior Escalation Manager - Guadalajara

Basic Information







Date Published


Job ID


Travel Amount

up to 10%

Description and Requirements


This team member will be responsible for owning the resolution of escalations for our biggest customers. They will own resolution of issues and ensuring customer impacts are solved regardless of root cause.  Working across the entire support practice to gather customer pain points, aggregate them into a prioritized list and working to resolve each item through whatever methods necessary. Triaging incoming escalations for the Americas and assigning priority to those escalations. 


  • Extensive experience managing customers in support, sales or customer success 
  • Background in working with technical teams to deliver on requests for customers  
  • Proven ability to effectively collaborate with a global, distributed, virtual workforce 
  • Experience working with ERP systems that serve Sales, Support, Customer Success and Finance  
  • Business experience interacting with the Fortune Global 100  

Skill Set 

  • Outstanding Bilingual language skills both English and Spanish 
  • Project and or Program Management 
  • Background in enterprise software solutions  
  • Organization and process design 
  • Ability to use Salesforce, PowerPoint, Word and Excel 
  • Knowledge of enterprise SaaS operating principles, best practices and procedures 
  • Experience working in and successfully navigating complex, matrixed organizations 
  • Preferred background in Escalation, Problem or Incident Management 

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.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, 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.