Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

24-Apr-2023

Job ID

37037

Travel Amount

up to 10%

Description and Requirements

#LI-RD3

"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! 

(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

Team Description

The VoC Programs team within the Customer Experience Transformation Office (CXTO) empowers and informs customer experience improvements and business decisions by consulting, developing, and interpreting primary research for the BMC ecosystem. We bring research-driven insights that represent our customers’ and partners' needs and challenges to inspire customer-first behavior, thinking, and decision-making.

What Are We Looking For

We are currently hiring a customer focused and detail-oriented project manager. This individual contributor role will support ongoing program management efforts, produce timely, actionable insights which identify and quantify opportunities to improve the customer experience, and engrain customer-centricity into the business.

The position is based in Pune and will involve a hybrid office setting with a mix of on-site and remote work. The hours will follow the EMEA shift, generally 12:30pm - 9:30pm IST.

About You

You are passionate about customer experience
You are a team player and believe in building synergies across the company to advocate the Voice of the Customer and related improvements
You take ownership and have a bias for action
You like to develop and design innovative solutions that deliver sustained business value
You are organized, detail oriented, motivated, and a skilled communicator
You are comfortable challenging others to drive improved outcomes for our customers
You are curious, passionate about self-development, and challenge yourself to learn new things
You know how to have fun and connect with people

Responsibilities & Core Activities

Work with key decision makers within BMC to understand their customer experience improvement areas, interpret analytical data and make business decisions based on customer feedback
Interpret and perform analysis of survey/research data; Prepare reports of findings, illustrating data graphically and translating complex findings into written text
Design and maintenance of dashboards and reports to communicate results
Help design, develop, and maintain moment-of-truth surveys to gather more data across the BMC customer journey
Contribute to the design, build and maintenance of team collaterals, including training information/videos, survey platforms, communication channels
Assist with creation, distribution, management, and operations of new and existing surveys
Ensure maintenance of BMC’s customer contact data and optimize contact data flow and quality
Program management support of key priority initiatives
Proactively identify areas for operational improvements and bring in innovative working solutions

Professional Experience & Skills

5+ years of experience in a Business to Business (B2B) technology company, or customer experience team in a related industry
3+ years in Customer Experience, including working with customer feedback and improvement programs to improve Net Promoter Score (NPS) in a similar environment
Proven ability to manage/drive programs and/or projects within a software company or digital (B2B and B2C), or similar environment, with clear outcomes / targets
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Excellent communication skills (verbal and written) with an ability to communicate at all levels, articulate strategies and plans, escalate program issues, and mitigate project risks
Project or initiative management
Demonstrated success with cross-functional coordination, including planning, execution tracking, and decision making
Proven ability to creatively solve problems while juggling multiple priorities
Proven self-starter who is motivated and always looking for ways to drive improvement
Proven attention to detail, and the ability to synthesize data and capture nuance
Has shown high degree of resourcefulness and works well with ambiguity
Proficient in Microsoft Office suite, especially Excel spreadsheets, graphs, and PowerPoint
Experience with survey design and operations (Qualtrics preferred)
Familiarity with Salesforce
Experience with BI tools such as PowerBI, Tableau is a bonus

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! 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.

Min salary

1,380,375

Max salary

2,300,625