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Basic Information

Job Name
Escalation Mgr - Mexico
Country
Mexico
State
Jalisco
City
Guadalajara
Date Published
10-Jul-2025
Job ID
45272
Travel
up to 10%
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

#LI-OG1
Hybrid: #LI-Hybrid

"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! 

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

CA-DNP

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! 

 

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
Min salary
335,925

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! 

 

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

Mid point salary
447,900
Max salary
559,875
Min Salary - NEW
335,925
Max Salary - NEW
559,875