Onboarding Specialist - India

Basic Information







Date Published


Job ID


Travel Amount

up to 10%

Description and Requirements

Title: Onboarding Specialist - India
Location: Pune

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. 


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

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

·       Help remove obstacles and drive issue resolution

·       Advocate for customers in holistic BMC ecosystem

·       Coordinate internal cross-functional calls

·       Work closely with Onboard Value Specialist (OVS) team to ensure support alignment with customer onboarding goals

·       Coordinate deployment of changes that result from Go Live Assessment

·       Provide support during customer production Go Live

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

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

·       Provide customer “Just in Time Enablement”

Behaviour, skills, experience

·       Self-directed, focus 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 verbal and written communication skills (English, with the possibility of other languages)

·       BMC Helix technical experience a plus

·       ITIL certification a plus

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
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.