Principal Customer Success Manager

hace 2 semanas

Campeche, Campeche, México BMC Software A tiempo completo

Basic Information:

Country

Mexico

State

Campeche

Date Published

14-Mar-2023

Job ID

36658

Travel Amount

up to 25%

Description and Requirements:

LI-LH1


BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future.

With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.


Organization:

At BMC transformation is everything:

it's how we bring IT to life for more than 20,000 customers worldwide, including over 80% of the Fortune 500, and it's what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, including their own.

We're not new to the world of IT management solutions and services but our attitude is.

We have the strength of proven market leadership but we also have the energy, optimism and opportunities that often make us feel more like a start-up.

For you this means the chance to do more and to be more - not only to make great things happen with technology but also to help reinvent BMC.

A career that expands your mind and your horizons:
peers who inspire, drive and support you; an environment that fosters individuality and personal growth.

All at a company that is committed to leading the industry in the delivery of digital services for business transformation.


Purpose:


The increasing transition of software delivery and consumption to the SaaS model makes customer experience and satisfaction ever more mission critical for BMC.

Our customers need to accelerate solution adoption and be able to realize the impact and value to their business as quickly as possible.

We're continually evolving to address this imperative and one of our flagship initiatives is the BMC Advantage strategic advisory service which works with customers to drive solution adoption and accelerate their realization of value.

The Customer Success Executive (CSE) is a consultant who works with a small portfolio of customers to deliver this service, developing deep relationships with customer leaders and delivery partners whilst leveraging the BMC ecosystem to enable customer outcomes.


Key Accountabilities:

The CSE is accountable for the successful delivery of the Advantage service.

You'll be shaping and delivering high velocity engagements to realise value within a few months by bringing digital transformation focus to bear around your customers' BMC's solutions.

What you advise is what you help to deliver.

Breaking this down, the CSE:

  • Develops strong relationships with CIO, CFO, CHRO level executives, IT program leaders and business leaders to align with their core strategy, business objectives, programmatic goals and solution roadmaps.
  • Maintains account level relationships to advocate BMC best practices and drive clear value propositions
  • Builds Customer Success and Value Acceleration Plans that articulate all of this in terms that our customers and our ecosystem can act on.
  • Develops strong relationships with the other members of the BMC account team and ecosystem to align them behind the Value Acceleration Plan and to support its achievement.
  • Leads efforts to help the customer evolve their business transformation vision; helps the customer to deliver valuebased capability and maturity roadmaps, and to establish delivery operating model governance.
  • Works with the BMC ecosystem to achieve and exceed customer satisfaction targets.
  • Work closely with the Sales organizations to develop and execute growth plans and strategies to deliver on our brand promise and identify growth potential.
  • Collects product, solution and experiential feedback from customers and shares this with BMC's product organization to influence our roadmap.

Experience

  • 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 companies.
  • Experience working with multiple industries with significant focus in Telecommunications, Financial Services or Government agencies.
  • Experience working as a thought leader, delivering valueadding 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

  • Ability to formalize and deliver a strategybased consulting engagement to customers inc

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