Staff Customer Success Manager

Basic Information

Country:

United States

State:

NA

City:

USA Office At Home

Date published:

09-Feb-2021

Job ID:

29040

Travel Amount:

up to 10%

Description and Requirements

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.

The Customer Success Manager (CSM) is ultimately responsible for ensuring of BMC Helix Knowledge Mangagment by ComAround Customers. The CSM’s role is to drive a successful deployment, adoption and renewal of a software subscription solution.

In this role, great emphasis is placed on personal qualities. As a CSM you possess the ability to act with security and stability.

 

As the Staff Customer Success Manager, you will have responsibility for:

  • Enable customers to achieve their desired outcomes to succeed with Self-Service and Knowledge Management Customer Satisfaction, Product Adoption and Subscription Renewals.
  • Identify new Sales opportunities and drive these sales to increase the annual revenue subscription
  • Responsible for developing customer relationships that promote retention and loyalty and establish common goals/targets with our customers through ongoing interactions 
  • Forecasting and closing renewals and upsells on time
  • Work closely with customers to ensure they are satisfied with their investment in BMC Products
  • Provide an exceptional customer experience at all levels. Working closely with the entire BMC Account Team to drive customer relationship management and alignment at all levels in order to execute the overall account strategy is key to your success. 
  • Serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. 
  • Facilitate New Customer Onboarding with appropriate enablement resources and contribute to continual improvement of the onboarding process.
  • Own the Post-Sales Experience with the goal of creating Customer Advocates (References) 
  • Educate customers on new features and functions of the Knowledge Management solution as new releases become available.
  • Capture customer needs for presentation to the Product Manager and the Development team to implement new features and bug fixes
  • Utilize the Knowledge Center Services (KSC) standards when engaging with customers.

Required Skills/Experience:

  • Relevant work experience in one or more of the following:  SaaS Customer Success, Technology, Communications, Marketing, Sales or a related field.
  • Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Have a technical interest and aptitude.
  • Experience from working in a with helpdesk customers.

#LI-REMOTE

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.