Responsible for ensuring the Helix customer onboarding process is a seamless and elevated experience.  Provide case oversight and governance, and project/escalation management for customers during the onboarding phase (from Activation through 30days post Go Live and any defined success criteria met).  Leverage our reporting and dashboard tools to understand customer needs, identifying potential areas of improvement.  Utilize outcomes and data to influence change across the organization.  

Responsibilities

·       Customer support point of contact for all helix customers/partners/professional services from activation through 30days post go live

·       Provide incident, change and work order oversight and governance for all SaaS issues (Support, Infra, DB, DevOps, etc)

·       Help remove go live obstacles and drive issue resolution

·       Advocate for customer in holistic BMC ecosystem 

·       Coordinate internal cross functional calls

·       Coordinate deployment of changes that result from Go Live Assessment

·       Provide support and coordination during customer production Go Live event

·       Work closely with Onboarding Technical Support Analyst (OTSA) to ensure feedback loop to Activations and supporting teams

·       Work closely with Onboarding Technical Support Analyst (OTSA) on onboarding problem management

·       Provide customer “Just in Time Enablement”

Behaviour, skills, experience

·       Self-directed, focused on proactive customer experience

·       Experience with account and escalation management 

·       Experience with SaaS customer onboarding and lifecycle 

·       Excellent communication, cross functional coordination and interpersonal skills 

·       Ability to take control of difficult customer situations and drive issues to resolution

·       Strong English verbal and written communication skills 

·       BMC Helix technical experience a plus

·       Fluent in Spanish and Portuguese a plus