Premier Support Account Manager - Spain
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Description and Requirements
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.
- Cultivate and maintain strong, positive working relationships with Premier customer
- Develop champions within the account at all levels
- Be the customer advocate within BMC
- Work in alignment with BMC ecosystem supporting the customer
- Share BMC, industry, and cross-industry best practices for BMC Solutions covered by Premier
- Advise customer of opportunities to connect with other customers through user conferences or reference calls
- Ensure Service Delivery Plans are aligned to customers' top priority technology initiatives
- Set agenda, chair and manage Premier Governance Calls, Premier Service Delivery Reviews and site visits
- Track recommendations provided to customers from Premier, including outcomes
- Manage escalations of technical issues blocking product initiative
- Manage action plans to close gaps in service delivery or product satisfaction
- Present internal account reviews for each account at least once per year, articulating the value delivered to Premier customers
- Align with customer on key indicators for measuring success
- Collaborate on strategy to help drive customer's desired business outcomes
- Target high customer satisfaction scores for support and product
- Drive toward high Net Promoter Scores (NPS)
- Track Support Response and Resolution metrics, and coordinate improvement plans if needed
- Track performance and availability of BMC solutions, and map Premier activity to positive outcomes
- Support renewal of product license
- Document and share information related to license consumption
- Engage the customer champion/economic buyer/decision-maker to support the Premier renewal
- Work with account team to secure Premier renewal
- Identify revenue opportunities (Product, PS, Training, Support) within the account and communicate opportunity with the account ecosystem
- Coordinate Premier opportunities with the Premier Sales and account team
- Fluent English and Spanish language skills
- Strong relationship management, communication and problem-solving skills
- Proven ability to work with large enterprise customers and understand their business needs
- Experience providing enterprise account management for an information technology company
- Demonstrated ability to manage to agreed milestones
- Proven leadership and co-ordination of complex situations
- Understand project and change management
- ITIL Foundation Certificate v3 or higher preferred
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.
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