Premier Support Specialist - Guadalajara

Basic Information

Country

Mexico

State

Jalisco

City

Remote

Date Published

24-Sep-2021

Job ID

31696

Travel Amount

up to 10%

Description and Requirements

Position Description – Premier Support Specialist

Responsible for helping premier customers achieve accelerated success with BMCs products and solutions.
Working closely with the Support Account Manager the PSS will help define a customer vision of success and work with internal and external stakeholders to build initiatives and plans to drive toward customer goals.

These may include:
  • Decreasing time to value and mitigating risk
  • Version currency through upgrade assistance
  • Identifies opportunities for product expansion
  • Driving successful product renewals and being a customer advocate within BMC
Responsibilities
  • Understanding of customer business and operational challenges. A clear view and accountability to delivering a customer’s vision of success
  • Identifying risk to Premier and product renewals and take initiative to work with BMC ecosystem to build remediation plans
  • Oversight and management of severity 1 and 2 customer support issues. Owns driving resolution within the BMC ecosystem
  • Consistently provides preventative guidance, configuration, best practices and recommendations, reducing customer risk
  • Working within Premier CRM system to ensure agreed deliverables are driven to completion and ensuring high value deliverables are communicated with the customer to demonstrate value and impact. 
  • Maintains test lab for each customer and keeps the lab aligned with customer environments.
  • Delivers root cause analysis on Severity 1 cases 
  • Proven approach to logical problem solving and problem analytics. Has expert level knowledge in multiple product areas (Lead 3+)
  • Product Ambassadors in their chosen areas
    • Developing Product Upgrade Guides
    • Product Assessment with the customer environment
    • Providing customer feedback to the BMC product organizations. 
    • Providing content beneficial for all premier customers (including blogs, documentation, videos or webinars) (Lead?)
    • Contributes to training material and staff enablement to increase the time to readiness of new staff and ongoing personal development of more experienced staff.  (Lead)
  • Delivery of BMC Premier Support improvement projects (Lead)
  • Uses Knowledge Centric Support (KCS) practices to ensure creation, reuse and improvement of findable technical knowledge articles. Responsible for publishing (Lead)
  • Deliver contracted premier deliverables in timely and qualitative manner.
  • Periodic weekend work to support critical customer activities may be required.
  • Quarterly Service Delivery Review for all customers.
Requirements and Qualifications

Required:
  • Three years of TrueSight Server Automation (TSSA/Bladelogic Server-Automation) experience 
  • Experience with Product & patch installations and version upgrades of (TSSA).
  • Should have in-depth knowledge of TSSA Configuration and Architecture.
  • Passionate about customer success
  • Extensive experience in diagnosing and troubleshooting technical issues. 
  • Support and Customer Service experience (SaaS or on-premises)
  • Strong skills in creating and maintaining collaborative relationships, both internally and externally.
  • Highly motivated, self starter, independent and flexible, with strong team-directed abilities and a collaborative attitude.
  • Excellent communications and interpersonal skills.
  • Results Orientated
Preferred
  • Patch Remediation, Compliance, Vulnerability Management and NSH Scripting.
  • Software Implementation experience
  • Product administration experience
  • Escalation Management and or project management experience.

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.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.