Customer Success Executive

BMC is a leading Enterprise IT software company that delivers software and services that enable over 10,000 global customers to thrive in their ongoing evolution to an Autonomous Digital Enterprise. We are looking for an experienced Customer Success Executive to drive strategic change to improve the post-sales customer experience. In this role, you will work closely with the leaders of Customer Value Realization and Global Customer Support to develop and implement strategic improvements.

Our team’s vision is to elevate the BMC Customer Journey to a world-class, low-friction, adoption-focused transcendent experience. Customer success leaders will focus on continuously improving success processes and driving cross-functional information sharing to better advocate for the customer. Through best-in-class process and orchestration, customer success leaders will continuously “push the envelope” to drive customer centricity transformation across BMC.

Culture & Behavior

• Commitment to customer success through win-win strategies
• Self-motivation, a strong work ethic, and willingness to make decisions
• Pragmatism, flexibility and adaptability
• Business acumen, is innovative and thinks outside of boundaries
• Builds and develops long-term relationships
• Knows their own strengths and weaknesses, wants to improve and is coachable

Experience

• Has held a similar role in an organization that is similar to BMC in terms of products, services and customer base
• Has executed benefit management / value realization initiatives
• Able to build strong virtual teams aligned to agreed customer outcomes
• Has operated, developed and retained successful relationships at senior Business and IT influencer level
• Has “worn the customer’s shoes” i.e. has held a role equivalent to those that our main customer contacts hold, enabling them to understand challenges and demonstrate a shared experience
• Has led operational teams using BMC or BMC-like products

Skill Set

• Excellent language and communication skills (English)
• Benefit Management / Value Realization
• Project and or Program Management
• Operational experience of BMC and BMC-like tools
• ITIL awareness
• Organization and process design