Senior Program Manager - CritSit

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

01-Jul-2022

Job ID

34481

Travel Amount

up to 10%

Description and Requirements

#LI-SD2
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.

Challenge yourself as a part of a dynamic, fast paced team and join BMC Software! We are currently hiring a Programme Manager for our Customer Experience and Transformation Office (CXTO). 

The CXTO acts as an impartial Customer Advocate within BMC focusing on mutually beneficial results for all parties and working to drive BMC towards delivering Transcendent Customer Experience. 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 Programme Manager - CXTO Programs you will lead ad-hoc BMC teams under the CXTO Programs to deliver exceptional outcomes for BMC and our customers.   

You will lead the Critical Situation (CritSit) process, as well as other programs from time to time, 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. 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 ensure superb execution of the Critical Situation (CritSit) process for our highest priority customers, with transparent communication that drives very high levels of internal/external customer satisfaction.    
  • You will work to enhance the prioritization and coordination between BMC teams to deliver a successful resolution for these high-profile customers.  
  • You will proactively engage with BMC stakeholders including senior BMC executives to identify and resolve additional risk areas within escalated situations.  
  • Join cross-functional process reviews after resolution to ensure continuous improvement of the CritSit program and to identify/communicate problematic trends.
  • 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 CXTO Programs and the Customer Experience and Transformation Office to drive Customer-focused behaviors across BMC
  • Manage complex, business-critical 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 experience leading internal and external rapid response to complex incidents.
  • Experience in managing, coordinating, and ensuring resolution of 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 executive stakeholders on highly complex issues and influence towards improved customer outcomes


It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, 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, 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.