Description
#LI-PS1 Hybrid: #LI-Hybrid This Is Helix. Powered by You.
At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.
We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.
We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.
We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world. 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!
Position Description – Onboarding Support Manager (OSM)
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.
BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- 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
- 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”
To ensure you're set up for success, you will bring the following skillset & 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 verbal and written communication skills (English, with the possibility of other languages)
- BMC Helix technical experience a plus
- ITIL certification a plus
CA-DNP
Why Work Here? Because You'll Matter.
We're not hiring for roles—we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life—and your work make a difference.
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in—you'll be backed up.
Make Your Mark At Helix
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
Helix 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 asa 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.At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 2,841,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.
(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.
Min salary 2,130,750 Mid point salary 2,841,000 Max salary 3,551,250 Min Salary - NEW 2,130,750 Max Salary - NEW 3,551,250recruiter_code
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