Sr Manager - Premier Support

Basic Information

Country

United States

State

NA

City

Remote

Date Published

10-Sep-2021

Job ID

31363

Travel Amount

up to 10%

Description and Requirements

BMC is actively seeking a smart, dynamic Senior level Customer Support Manager with a positive can-do mindset to join our team.
 
The Sr. Customer Support Manager will lead a large team of Technical Support Professionals (TSP’s) who provide technical support for different BMC products and related software products.
 
The Senior Customer Support Manager will be responsible creating a high performance team, managing service levels, creating and driving support improvement initiatives, managing customer escalations and ensuring the highest levels of customer satisfaction. The Senior Customer Support Manager will also be responsible for creating a positive friendly environment which promotes talent retention, managing to a budget, and adjusting organization behavior to match ever changing business goals.


Responsibilities:
 
• Create a culture of performance, accountability and customer advocacy
• Facilitate individual and team growth and development.
• Ensure the highest levels of operational excellence
• Ensure the highest levels of customer satisfaction
• Coach team members in dealing with customer issues.
• Working directly with customers in the management of technical and business impacting issues.
• Manage customer and sales escalations to a successful outcome
• Proactive approach to team management, foreseeing issues before they become a problem
• Assist in long-range strategic planning that will meet changing and future needs of the business.
• Ability to communicate with and influence other departments with differing priorities.
• Communicating complex messages to employees to enhance their understanding of the global strategy.
• Maintaining a global approach to customer support issues and management.
• Exercise independent thought within defined procedures and practices.

 
Position Requirements:

• 10+ years of solid experience in a customer facing, technical support environment managing a large and successful team.
• 10+ years of experience leading global and multicultural teams/organizations
• Comfortable working on a matrix environment with customer success focus.
• Proven people leadership skills 
• Proven ability to develop and maintain relationships with customers
• Proven ability to create and maintain networks with key contacts inside and outside the organization.
• Proven customer skills and ability to communicate with all levels of organizations
• Excellent communication skills in English 
• Prior successful experience supporting technology solutions within a large organization, from executive management through to the technical staff
• Project management and problem solving skills
• Ability to learn and effectively utilize Customer Support tools/resources 
• Required to Mentor and develop Associate Support Managers, Support Managers, Lead and Senior Technical Support Analysts to create succession chains.
• Must excel in a fast paced, diverse environment
 
Nice to Haves:

• Previous experience with BMC solutions
• ITIL and or ITIL Foundation Certification
• Previous experience in working global enterprise customers. 
• Technical Support or technical background
• Previous experience working for a software vendor
 

Special Considerations:

• Weekend and holiday work may be required
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.