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Project Manager

hace 4 semanas

Guadalajara, México BMC Software A tiempo completo

**Basic Information**:
Country

Mexico

State

Jalisco

City

Guadalajara

Date Published

28-Jun-2023

Job ID

37558

Travel Amount

None

**Description and Requirements**:
LI-CT1

**"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

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

Challenge yourself as a part of a dynamic, fast paced team and join BMC Software

We are currently hiring a Program Manager for our Customer Experience and Transformation Office (CXTO).

The CXTO acts as an impartial Customer Advocate within BMC focusing on mutually beneficial results for all parties and working to drive BMC towards delivering Transcendent Customer Experience. This includes Critical Situation & Migrations Management, ensuring that high-profile business-impacting issues are effectively resolved, and that relevant lessons are learned and incorporated into BMC and customer processes for the future.

As a Program Manager - CXTO Programs you will lead ad-hoc BMC teams under the CXTO Programs to deliver exceptional outcomes for BMC and our customers.

You will lead the Critical Situation (CritSit) and Critical Migrations processes, as well as other programs from time to time, for our highest priority customers, with transparent communication that drives very high levels of internal/external customer satisfaction. Working directly with customers as a management point of contact in certain circumstances you will provide assurance and resources as needed, regularly acting as the customers’ advocate helping to prioritize and gain momentum in solving complex challenges.

**What you get to do every day**:

- You ensure superb execution of the Critical Situation (CritSit) and Critical Migrations processes for our highest priority customers, with transparent communication that drives very high levels of internal/external customer satisfaction.
- You will work to enhance the prioritization and coordination between BMC teams to deliver a successful resolution for these high-profile customers.
- You will proactively engage with BMC stakeholders including senior BMC executives to identify and resolve additional risk areas within escalated situations.
- Join cross-functional process reviews after resolution to ensure continuous improvement of the programs and to identify/communicate problematic trends.
- Act as a customer advocate by facilitating meetings and driving accountability within BMC
- Use your expertise to help identify options and potential resolution paths for exceptional customer situations
- Participate in ongoing development of BMC CXTO Programs and the Customer Experience and Transformation Office to drive Customer-focused behaviors across BMC
- Manage complex, business-critical engagements to successful resolution
- Proactively engages with BMC stakeholders to identify and resolve additional risk areas within escalated situations

**Experience that will make you successful**:

- Minimum of five years of experience managing high profile customer incident resolution across multiple stakeholders including product engineering and customer-facing teams.
- Experience of Project/Program management in an Enterprise Software environment working with x-functional teams
- Experience in managing, coordinating, and ensuring resolution of executive-facing escalations
- Technical knowledge of enterprise software and SaaS systems, as well as experience leading internal and external rapid response to complex incidents.
- Project management certification preferred
- Experience with ITIL or ITIL certification preferred
- Experience with Microsoft Office suite

**Skills that will help you thrive**:

- Outstanding verbal and written communication skills, including experience in communicating technical issues to a business audience
- Excellent program management skills, including ability to manage several concurrent projects across teams
- Ability to interface with executive stakeholders on highly complex issues and influence towards improved customer outcomes

**Our commitment to you**
- BMC’s culture is built around its people.

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