Basic Information

Country

Spain

State

Date Published

06-May-2022

Job ID

33922

Travel Amount

up to 10%

Description and Requirements

The Customer Success Specialist (CSS) is ultimately responsible for ensuring the success of Customer Value Realization (CVR) customers. The CSS will bring BMC best ideas, innovations, and capabilities to our portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between BMC and the Customer.

As a CSS, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the BMC footprint.

Key to this role is your ability to articulate value, inspire and sell the Social Enterprise future in a Cloud Computing world. As a trusted advisor and coach, you are the post-sales success leader for your assigned accounts and provide your customers with a deliverable Success Blueprint.

In addition to the business process and change management skills needed for the role, the CSS should possess application functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with the entire account team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy is key to your success.

You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. CSSs are required to maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post-sale strategy.

Responsibilities:

As the Customer Success Specialist, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
Mentor and foster a working collaboration between customers, other BMC functions and partners.
Ensure customer renewal and drive the growth of customer advocates.
Partner with Sales to manage assigned accounts to ensure customer success with BMC.
Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals.
Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Remedyforce features and associated business benefits to address their needs.
Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs.
Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan.
Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer's success.
Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners and BMC.
Contribute thought leadership and best practice, both internally and externally, around business transformation.
Work with the other areas within Customer Success and BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

Required Skills:

BA/BS degree or minimum 2 years relevant work experience
Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
Capability as credible and effective C-level advisor/coach, esp. around change management (cultural, technical and business)
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Prior experience with medium-large, complex project implementations.
Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months.
Information Technology Service Management (ITSM) products such as HP Service Desk, BMC Remedy, BMC Service Express / Magic, ServiceNow, Heat, Frontrange, or other commercial ITSM products.
ITIL and all aspects of Service management including Service Desk, Configuration Management, Change Management, Asset Management, CMDB, Service Catalogs and Knowledge Management. ITIL V2 and/or V3 certification strongly preferred.
Deep ITSM or IT experience and knowledge of competitive landscape
Proven effectiveness at leading and facilitating executive meetings and workshops
Ability to prioritize, multi-task, and perform effectively under pressure
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)

#LI-REMOTE

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.

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.