Basic Information

Country:

Mexico

State:

Jalisco

City:

Guadalajara

Date Published:

24-Jun-2024

Job ID:

42035

Travel:

You may occasionally be required to travel for business

Description and Requirements

CareerArc Code

CA-OG

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud! 

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! 

CUSTOMER SUCCESS SPECIALIST

The Customer Success Specialist (CSS) is a BMC specialist role responsible for ensuring customers launch our SaaS Solutions, adopt them into their organization, and quickly achieve the results they want. As a BMC onboarding specialist, you will champion the capabilities of our products and know how specific BMC products can enable value

in customer organizations today and in the future. It is an exciting customer facing role that puts you at the forefront of supporting our customers by ensuring a successful transition from purchase to the launch of our product portfolio.

This role is a highly consultative role that does not perform the implementation or configuration of our solutions but is the overarching orchestrator of each customer’s onboarding journey, guiding customers to maximize the adoption of BMC products and reducing their time to value. In this role, you will work closely with Sales, Project Managers, Partners, Support and other internal and external teams to provide a cohesive and well-coordinated onboarding experience. You will educate and enable customers on best practices, helping to drive stronger and more engaged customer relationships through our products.

Ultimately, the goal of the Success Specialist is to ensure BMC customers achieve their stated business outcomes, realize value from their investments in BMC software and to fully adopt our products. For BMC to succeed, our customers need to succeed – and the Success Specialist will be on the front lines of this mission.

To achieve these goals, the mission of Onboarding Success Specialist team will be to:

Raise the bar for the overall BMC customer experience through seamless, outcome driven engagement
throughout the onboarding journey – with a focus on the user portion of that journey
Be the change agent force that continuously advocates for and on behalf of the customer, providing unbiased,
actionable, customer-driven feedback to BMC product and sales leadership
Provide real-time visibility into the overall status and health of BMC’s customers
bmc.com
Maintain a real time understanding of BMC’s customers and their adoption of our products

Job Responsibilities

Ensure a consistent onboarding experience for all customers
Maintain enthusiasm while providing overarching coordination for all activities from the customer’s purchase
until the have achieve a successful launch of our solutions
Develop and nurture trusted relationships with the customer
Demonstrate deep understanding of BMC products, core product features and use cases and their application
within a customer’s complex environment
Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their
stated business goals
Manage and track against key performance indicators for customer onboarding process
Effectively deliver engaging enablement presentations, training, and a cadence of regular remote meetings,
tailoring them to align with customers strategic business goals.
Ability to relate the product to value and expected customer outcomes in an easy-to-understand,
implementable adoption plan that will help guide our customers to achieve those outcomes
Identify customer adoption challenges and risks to a successful launch

In addition to core customer-facing responsibilities above, Success Specialists must also:

Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status
of customer’s overall health
Demonstrate a solid appreciation for the implications of customer adoption on BMC Net Revenue Retention
Rates (NRR)
Capture and provide targeted feedback into the BMC R&D teams to ensure critical mass customer feedback on
BMC solutions is appropriately addressed in future innovation
Champion on behalf of the customer for product improvements and product advancements

Competencies and Experience Needed for Success

Bachelor’s degree in technology-related field and prior experience with SaaS is ideal for this role
Customer focused and demonstrable passion about customer success
Ability to prioritize, multitask, and organize workload
Superior written and verbal communications skills with a professional (even dynamic) presence, presentation and public speaking skills
Ability to work both individually and collaboratively within a team environment
Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation requirements
Quick learner, always looking to embrace and master new technologies
Technical background in IT Service Management, Workload Automation and/or IT Operations Management solutions is a plus, though not required
Capable project/program management skills with ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes
Proven operational acumen with ability to define success targets and ensure attainment of targets

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

Min salary

495,000

Mid point salary

660,000

Max salary

825,000