Customer Success Specialist - EMEA - location flexible - Spanish or other Language preferred
Basic Information
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Description and Requirements
- 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.
- 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)
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.