Senior Manager Premier Support - United Kingdom

Basic Information

Country

United Kingdom

State

NA

City

Winnersh

Date Published

27-Aug-2021

Job ID

31228

Travel Amount

up to 25%

Description and Requirements

POSITION SUMMARY 

BMC Premier Support is a high-touch, outcome-focused service for customer IT organizations using BMC solutions to support critical business operations and key technology initiatives.  The Manager of Premier Support is responsible for leading a team of Support Account Managers (SAMs) who drive toward high customer satisfaction and successful adoption of BMC solutions whether On-Premise, Hybrid or Cloud.  The successful candidate will have a proven track record of cultivating a customer-centric culture and empowering staff to achieve positive outcomes with their assigned accounts. 

KEY SKILLS
  • Proven leadership, 10+ more years in a similar role
  • Strong experience managing diverse and global customer-facing teams and global enterprise customers
  • Strong relationship management, communication, presentation and problem-solving skills
  • Demonstrated ability to set and manage to Key Performance Indicators (KPIs)
  • Demonstrated ability to develop and refine service offerings
  • Well-versed in mapping business processes and defining requirements for business applications

Education:
B.S. in technical field or in management

Preferred:
  • Experience with SaaS service delivery management
  • Prior experience managing accounts for both perpetual license and subscription customers
  • ITIL Foundation Certificate v3 or higher
  • Previous experience with BMC solutions 
  • Previous experience with SalesForce, GainSight
 
RESPONSIBILITIES

Leadership and Team Development
  • Manage virtual team of SAMs across multiple locations
  • Coach and mentor SAMs to create and manage strong Service Delivery Plans 
  • Emphasize integrity in managing both internal and external relationships
  • Build and maintain strong, positive working relationships with team, BMC ecosystem, and customers
  • Foster collaboration and knowledge sharing
Strategy and Innovation
  • Ensure Service Delivery Plans are aligned to customers' top priority technology initiatives
  • Always strive for continuous improvement in program offerings and service delivery
Drive to Measurable Outcomes
  • Drive toward high Net Promoter Scores (NPS)
  • Target high customer satisfaction scores for support and product
Business Retention and Development
  • Secure renewal of product license and Premier contracts by ensuring customers receive value from both product and Premier service, working with internal customer ecosystem as needed to address any challenges
  • Establish regular cadence with Sales managers and VPs to identify opportunities for Premier engagement and to share latest developments in Premier offering
  • Create and contribute to Premier marketing and sales collateral
  • Support Premier opportunities with the customer account teams
  • Drive and own necessary governance and activities to secure customer Premier Support contract renewals 
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.

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