Description
"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!
Join us as a Customer Success Manager!
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!
As a Customer Success Manager, you will help drive our long-term go to market offering by helping our customers leverage their world-class technology and partnership with BMC so that they realize the full value of their investments.
Here is how, through this exciting role, you will contribute to BMC and your own success:
- Prioritizing the BMC customer experience with a focus on satisfaction and retention, delivering on promises and working diligently to build relationships of trust at all levels within your accounts.
- Be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation.
- Partnering with the BMC ecosystem to support customers through strong communication, collaboration and alignment.
- Become the post-sales success leader for your assigned accounts and provide your customers with a deliverable Success Blueprint, possessing application functional or IT expertise in combination with exceptional customer management experience.
- Serve as an escalation point for issues that impact the customer's success and drive risk mitigation. CSM Specialists will maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post-sale strategy.
To ensure you're set up for success, you will bring the following skillset & experience:
- Minimum five years in customer-facing, and ideally customer success management, roles of progressing seniority in that have included navigating complex and matrixed organizations to build trust-based relationships with executives and partners.
- Experience of driving the adoption of complex IT solutions to achieve quantified business objectives and outcomes
- Familiarity with BMC or similarly purposed enterprise software solutions with the ability to describe these solutions and the business benefits they enable in terms that are relevant and impactful for customers.
- The ability to understand customer business goals; map technology solutions in support of their achievement and share solution adoption best practices to help accelerate that achievement.
- Demonstrably strong empathy for customers with experience of advocating on their behalf to achieve mutually beneficial outcomes.
- Proven commercial awareness and business acumen with a track record of identifying and helping to develop opportunities for customers to make better use of business solutions as well as opportunities for your organisation to grow its business with those customers.
- Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
- Strong communication skills with the ability to effectively navigate and mediate conflict and foster honest dialog across the customer organization.
- Familiarity with Information Technology Service Management (ITSM) or Operations Management products from BMC and other providers, generative AI technology, and customer success management software tools such as Gainsight.
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.The annual base salary range represents the low and high end of the BMC salary range for this position. 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 range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $87,450 - $145,750
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