Staff Customer Success - Value Specialist

Basic Information

Country

United States

State

NA

City

Remote

Date Published

13-Jul-2021

Job ID

30697

Travel Amount

up to 25%

Description and Requirements

If you are passionate about customer success and you are customer and people centric and are interested in helping BMC deliver on its commitments and taking your career to the next level, we invite you to apply online now. Please note that due to high volume of applicants received, only short-listed candidates will be contacted.


The Customer Value Specialist (CVS) is a BMC specialist role responsible for driving customer adoption of BMC products and helping customers achieve successful outcomes.  As a BMC product specialist, you will champion the capabilities of our products and know how specific BMC products 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 inspiring them to think about how our products can support their broader business needs. You know how to solve the most tactical and strategic problems for your customers as well as identify opportunities for new use cases and expansion. You have methodical product use case orientation, with a focus on all thing’s adoption. You are the “advisor” able to support and guide our customers to be successful using our products. 

This role is a highly consultative role that does not perform implementation or configuration of solutions, but is the day-to-day contact to guide customer resources to maximize the adoption of BMC products and educating and enabling them on best practices that enable them to drive stronger and more engaged customer relationships through our products.  This role interfaces with the customer across executive, IT service owner, enterprise architects and development teams throughout the customer journey: with an eye toward continuous customer advocacy and laser focus on helping customers adopt BMC products and achieve their business outcomes.  

Ultimately, the overarching goal of the Customer Value 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 Customer Value Specialist will be on the front lines of this mission.  

To achieve these goals, the mission of Customer Value Specialist team will be to:

Raise the bar for the overall BMC customer experience through seamless, outcome-driven engagement throughout the customer journey – with a focus on the user portion of that journey

Be the change agent force that continuously advocated 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

Maintain a real time understanding of BMC’s customers and their adoption of our products 


JOB RESPONSIBILITIES

Overarching responsibilities and objectives of the role include the following:

Driving adoption of BMC products & solutions

Improving overall customer experience throughout the customer journey, and delight our customers 

Cultivating, retaining & expanding BMC customer relationships

To deliver on those three overarching responsibilities, the Customer Value Specialists must work with customers to:

Demonstrate deep understanding of BMC products, core product features and use cases and their application within a customer’s complex environment

o 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 

o Identify customer adoption challenges, CSAT risks and other indicators of churn risk

o Develop and manage remediation plans to alleviate customer challenges 

Demonstrate product features beyond central functionality to help customers achieve specific business results 

Develop and nurture trusted relationships with the customer 

Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their stated business goals

o Develop an approach to close gaps and roll into the customer value adoption plan, collaborating appropriately with the BMC sales and services team to identify and further vet expansion opportunities and pipeline that fits with our customer’s desired outcomes 

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

o Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status of customer’s overall health

o Demonstrate a solid appreciation for the implications of customer adoption on BMC Net Revenue Retention Rates (NRR)

o 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

o 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 demonstratable passion about customer success

5+ years in customer-facing roles of progressing seniority, featuring a mix of technical complexity and enterprise architecture, influencing, program management, and execution skills

Ideally, roles/experience would have been focused in enterprise software or IT consulting:  as a pre-sales consultant, technical account manager or customer success manager 

Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation requirements

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 adoption plans that deliver against such outcomes

Proven operational acumen with ability to define success targets and ensure attainment of targets 

Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, account planning

Excellent written, verbal and listening communication skills 

Professional (even dynamic) presence, presentation and public speaking skills 

Ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel

Technical background in IT Service Management is preferred

Experience with BMC Helix ITSM or Remedyforce is a plus

ITIL Certified is a plus


#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, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, 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.