[Hiring] Senior Customer Success Manager @BMC Software

Role Description

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!

Primary focus & Responsibilities:

• Driving the post-sale customer experience with focus on solution adoption, realization of benefits and objectives, advocacy, identifying, managing and mitigating risk, and identifying growth opportunities.
• Develops and maintains strong relationships with key customer stakeholders, program, and business leaders to understand and align with their strategy, objectives and plans.
• Builds Customer Success Plans (CSP) incorporating the customers goals, their definition of success, how BMC's solutions will facilitate this success, and how success will be measured (customer KPIs).
• Advocates BMC best practices and drives value propositions that encourage and enable solution adoption.
• Works with customer and BMC ecosystem to drive consumption of success credits and Education services.
• Identifies, publicizes, and builds plans to mitigate risks to achievement of Customer and BMC objectives.
• Works with customers, marketing and sales to leverage customer success stories and promote advocacy.
• Builds collaborative relationships across the BMC ecosystem, orchestrating it to support achievement of the targets defined in their CSPs.
• Identifies and communicates business leads for action by Sales.
• Collects solution and experiential feedback from customers to inform BMC’s product organization and influence roadmaps.
• Actively uses Gainsight to plan, record and communicate internally account-relevant information.
• Uses customer data to identify trends, opportunities, and areas for improvement.

Qualifications

• Minimum 3 years of experience working with BMC-like solutions and customers in a Customer Success Manager or Service Delivery Management role.
• Advanced proficiency in German.
• Strong customer success and/or service delivery management skills.
• Excellent organizational, time management, stakeholder and ecosystem management abilities.
• Commercial awareness.
• Ability to resolve complex problems.
• Working knowledge of at least one BMC solution (preferred).
• Experience in driving adoption of BMC or similar technology solutions.
• ITIL certification (v4 preferred).
• MSP certification (preferred).

Benefits

• 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!

Company Description

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.