Staff Customer Success Manager - Australia

Basic Information

Country:

Australia

State:

NA

City:

AUS Office At Home

Date published:

13-Nov-2020

Job ID:

28508

Travel Amount:

up to 10%

Secondary Locations:

AUS Sydney - Kent Street

Description and Requirements

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.

Essential Duties and Responsibilities:

The Customer Value Specialist (CVS) will proactively work closely with the Customer Value Realization team to execute the core duties of a BMC Customer Value Specialist, including but not limited to:

  • Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products 

  • Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to BMC stakeholders

  • Internalize and translate customer outcomes in order to recommend high value BMC products & solutions that can successfully achieve customer results

  • Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support

  • Be disciplined with continued customer engagement to continually drive high value engagement, adoption and overall value for the customer.  This includes establishing a regular cadence (e.g., bi-weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of BMC solutions

  • Assist other Customer Value Realization staff to rigorously track and report on key metrics for customer value realization, including net revenue retention/expansion %, NPS, and Customer Health

  • Develop executable value realization plans and work with Sales Executives to craft and continuously update strategic account plans

As the Staff Customer Value Specialist, you:

  • Drive product adoption and use case expansion within your customer base

  • Showcase the aptitude to build trusted relationships with executives and key stakeholders within customer organizations to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities (expansion/up-sell/cross-sell)

  • Showcase the aptitude to demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)

  • Participate in cross-functional initiatives designed to transform process, tools utilized by the Customer Value Realziation organization

  • Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan

  • Generate customer advocates and advocacy assets.

Education and/or Work Experience

  • Bachelor's degree, IT or business-related field preferred

  • Up to 3 years of experience working with customers to help them achieve their desired outcomes; ideally in a consulting, account management, customer success, or business operations/program management capacity

  • Excellent written, verbal and listening communication skills

  • History of collaborating effectively within cross-functional teams is a plus

  • Experience with MS Word, PowerPoint and Excel


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.