Remote Principal Customer Success Manager @ BMC Software

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Archive Job Description

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!
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!

Here is how, through this exciting role, YOU will contribute to BMC’s and your own success: 

  • Lead the customer success motion (satisfaction and retention) for strategic accounts, ensuring their success through adoption of Autonomous Digital Enterprise (ADE) solutions that accelerate business value for our customers.
  • Help your customers to optimize the value of BMC technologies by taking them through the customer success framework including onboarding, lifecycle engagement, adoption maturity, acceleration plays aligning with our customers business goals.
  • Through your ability to forge strong relationships, become the voice of your customers within BMC by collecting product, solution, and experience feedback from our customers to share with our product organization and influence our enhancements and long-term roadmap priorities.
  • As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.

To ensure you’re set up for success, you will bring the following skillset & experience:

  • You have the ability to embrace, live, and breathe our BMC values every day!
  • You can navigate customer’s organizational structures to identify and build relationships with executives and partners
  • Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak
  • 15+ years of professional experience in a consulting / professional services organization or equivalent leading and delivering engagements with defined scope, milestones, deliverables and outcomes.
  • Management and functional consulting roles focused on technology implementation and transformation programs serving fortune 100-1000 companies.
  • Experience working with multiple industries with significant focus in Telecommunications, Financial Services or Government agencies.
  • Experience working as a thought leader, delivering value-adding advice and guidance based on personal experience of best practices around the people, process, organizational and technology dimensions of business change and solution adoption.
  • Familiarity with consulting best practices plus solution implementation, project and program management approaches.
  • Familiarity with enterprise software sales, implementation, adoption and value realization practices.

Qualifications

  • Trilingual language skills (English, Spanish, Portuguese)
  • Ability to formalize and deliver a strategy-based consulting engagement to customers including planning and logistics activities, workshop facilitation, resource alignment, data collection and analysis, project planning and plan execution.
  • The ability to work independently whilst appreciating the necessity to work collaboratively as part of a team.
  • Experience working in and successfully navigating complex, matrixed organizations – this is a highly visible role that will continuously interface with customers and sales/presales leaders and c-level executives across the organization.
  • Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak.
  • 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.
  • A collaborative approach with the ability to build consensus across supplier teams as well as between suppliers and customers.
  • Commercial awareness and business acumen combined with the ability to identify and help develop opportunities for customers to make better use of BMC solutions, as well as opportunities to renew and expand.
  • A proven ability to build Champions and achieve Trusted Advisor status with customers and colleagues.
  • Familiarity with BMC and 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.

Optional Certifications

  • ITIL certification (v4 preferred)
  • MSP
  • PMP or similar