Onboard Support Specialist - Guadalajara

Basic Information

Country

Mexico

State

Jalisco

City

Remote

Date Published

29-Sep-2021

Job ID

31734

Travel Amount

None

Description and Requirements

Position Description – Onboarding Support Specialist (OSS)

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 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 customer 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




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, 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. 

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