Senior Program Executive

Basic Information

Country

United States

State

NA

City

Remote

Date Published

20-Sep-2021

Job ID

31612

Travel Amount

None

Description and Requirements

Challenge yourself as a part of a dynamic, fast paced team and join BMC Software! We are currently hiring a Senior Program Executive for our Chief Customer Office (CCO). 

The CCO acts as an impartial Customer Advocate within BMC focusing on mutually beneficial results for all parties. We are responsible for monitoring and reporting Customer Health for our largest enterprise customers and for driving responsive cultural change where needed within BMC. This includes Critical Situation Management, ensuring that high-profile business-impacting issues are effectively resolved, and that relevant lessons are learned and incorporated into BMC and customer processes for the future.

As a Senior Program Executive – CCO Programs you will lead ad-hoc BMC teams under the CCO Programs to deliver exceptional outcomes for BMC and our customers.   

You will lead the Critical Situation (CritSit) process for our highest priority customers that have been in a severely escalated state for an extended period of time, with transparent communication that drives very high levels of internal/external customer satisfaction.  In addition, you will run At-Risk Customer (ARC) engagements, providing governance over cross-functional BMC teams focused on addressing customer concerns and securing successful renewals. Working directly with customers as a management point of contact in certain circumstances you will provide assurance and resources as needed, regularly acting as the customers’ advocate helping to prioritize and gain momentum in solving complex challenges.

 What you get to do every day:
-You will work to enhance the prioritization and coordination between BMC teams to deliver a successful resolution for these high-profile customers.  
-You ensure superb execution of the Critical Situation (CritSit) process and At-Risk customer (ARC) programs for our highest priority customers, with transparent communication that drives very high levels of internal/external customer satisfaction.    
-You will proactively engage with BMC stakeholders including senior BMC executives to identify and resolve additional risk areas within escalated situations.  
-Lead cross-functional process reviews after resolution to ensure continuous improvement of the CritSit program and to identify/communicate problematic trends.
-Lead At-Risk customer engagements to support BMC teams in securing renewals with our most important customers
-Act as a customer advocate by facilitating meetings and driving accountability within BMC
-Use your expertise to help identify options and potential resolution paths for exceptional customer situations
-Participate in ongoing development of BMC CCO Programs and Chief Customer Office to drive Customer-focused behaviors across BMC
-Manage multiple, potentially conflicting, engagements to successful resolution
-Proactively engages with BMC stakeholders to identify and resolve additional risk areas within escalated situations

Experience that will make you successful:
-Minimum of five years of experience managing high profile customer incident resolution across multiple stakeholders including product engineering and customer-facing teams. 
-Strong technical knowledge of enterprise software and SaaS systems, as well as deep experience leading internal and external rapid response to complex incidents.
-Experience in managing, coordinating, and ensuring resolution on executive-facing escalations
-Experience with Microsoft Office suite 
-Project management certification preferred 
-Experience with ITIL or ITIL certification preferred


Skills that will help you thrive:
-Outstanding verbal and written communication skills, including experience in communicating technical issues to a business audience
-Excellent program management skills, including ability to manage projects across teams
-Ability to interface with numerous executive stakeholders on highly complex issues and influence towards improved customer outcomes

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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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