Senior Principal Customer Value Architect

Basic Information

Country

United States

State

Texas

Date Published

09-Mar-2021

Job ID

29526

Travel Amount

up to 10%

Description and Requirements

Posted

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.



The Customer Value/Success Architect is a technical advisory role responsible for helping our customers receive a better experience and realize greater value from BMC solutions and services.  It is an exciting customer facing role that puts you at the forefront of applying cutting edge innovation to solving challenges faced by the largest enterprises on the planet.  The Architects will form the basis of a new, next-generation customer-oriented function led by an executive that reports to the CEO of BMC.  To drive focus and maximize impact to customers, these roles will be focused on BMC’s most strategic accounts, with an expectation that each Architect will work with roughly 5-10 customers. 


 

This role is a highly consultative role that does not perform implementation or configuration of solutions but guides customer and partner resources to get the absolute most out of their BMC products and deliver best practices. 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 Architect is to ensure BMC customers achieve their stated business outcomes and realize value from their investments in BMC software.  To achieve this goal, the mission of Customer Value Architect team will be to:

  • Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the customer journey – with a focus on the user portion of that journey
  • Be the change agent force that continuously advocated for and on behalf of the customer, providing unbiased, actionable, customer-driven feedback to BMC product and sales leadership
  • Provide real-time visibility into the overall status and health of BMC’s Top accounts

 

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
    • Cultivating, retaining & expanding BMC customer relationships
  • To deliver on those three overarching responsibilities, Architects must work with clients to:
    • Translate real customer objectives to business outcomes by developing a customer success plan prior to the sale of software and working with the customer post-sale to execute against that success plan

    • Be the primary BMC customer advocate along the customer journey, working continuously with customers and the rest of the BMC ecosystem (including pre-sales, sales, R&D, and support and services) to champion unbiased customer-oriented views to BMC leadership
    • Deliberately and meaningfully engage with customers to maintain line of sight on progress of the success plans, perform ad hoc program management support for agreed upon elements of the success plan, perform adoption/deployment health checks, deliver operational best practices, keep the customer informed about upcoming changes/upgrades/innovations with BMC products and solutions
    • Demonstrate technical understanding of BMC products and solutions and its application within a customer’s complex environment
      • Analyze and translate business objectives and related technical requirements into an easy-to-understand, implementable architectural blueprint and adoption plan that will help client’s achieve their outcomes per the success plan
      • Engage with customer enterprise architects to position BMC as the digital transformation platform integrated with the core systems
      • Guide a customer down a prescriptive solution design and manage through the technical implementation decision points
    • Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
    • Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC solutions consistent with their stated business goals; develop an approach to close gaps and roll into the customer success plan, collaborating appropriately with the BMC sales and services
  • In addition to core customer-facing responsibilities above, Architects must also:
  • Understand all aspects of overall customer health and know how to proactively manage health – taking into factors such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
  • Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status of customer’s overall health
  • 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

Competencies and Experience Needed for Success:

  • Bachelor’s degree in technology-related field
  • 10-15 years in customer-facing roles of progressing seniority, featuring a mix of technical complexity and enterprise architecture, influencing, program management, and execution skills
  • Ideally, roles/experience would have been focused in enterprise software or IT consulting:  as a pre-sales consultant, technical account manager/customer success, enterprise services architect or consultant, product manager or owner, and/or IT enterprise architect
  • 5+ years large program experience leading large scale IT programs or projects, and/or
  • 5+ years of experience in consulting leadership roles at a top-tier consulting company focused on technology (Digital/SaaS/Enterprise Software) is highly preferred
  • 5+ years in a highly-consultative pre-sales engineer/consultant role in the enterprise technology space
  • Experience with SaaS
  • Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation
  • Technical background in Workload Automation, IT Service Management and/or IT Operations Management solutions is a plus, though not required
  • Experience working with functional business leaders, identifying business objectives and developing outcome-focused roadmaps
  • Capable project/program management skills with ability to synthesize customer success outcomes into well-structured program plans that deliver against such outcomes
  • Proven operational acumen with ability to define success targets and ensure attainment of targets
  • Proven ability to address difficult issues, make tough decisions, and communicate constructive feedback
  • Familiarity with next-generation enterprise software customer success principles, including customer health scores& management, adoption engineering, customer success plans, account planning
  • Excellent written, verbal and listening communication skills
  • Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel

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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.

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.