Sr Manager- Customer Value Specialists - USA

Basic Information

Country:

United States

State:

NA

City:

USA Office At Home

Date published:

11-May-2021

Job ID:

30095

Travel Amount:

up to 50%

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.

Sr. Manager, CUSTOMER VALUE SPECIALISTS

The Customer Value Specialist (CVS) is a BMC specialist role responsible for driving customer adoption of BMC products and helping customers achieve successful outcomes.  As the Sr. Manager of a team of CVS professionals, you will champion the capabilities of our products and know how specific BMC products enable value in customer organizations today, and in the future. The CVS team 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 CVS 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:

·       Driving measurable improvements to leading operational metrics (customer health, NPS, customer satisfaction, overall CX) and financial outcomes (renewals, expansion and net retention)

JOB RESPONSIBILITIES

  • Overarching responsibilities and objectives of the role include the following:
    • Driving adoption 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, CVS teams 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
    • 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
  • In addition to core customer-facing responsibilities above, CVS teams 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

  • 8+ 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
  • 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


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.