Sr Customer Success Mgr - Work From Home - Western USA job - BMC Software - United States

Description The Sr. Customer Success Manager (CSM) is ultimately responsible for ensuring the success of BMC Remedyforce customers. The Sr. CSM will bring BMC and Salesforce’s best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between BMC and the Customer. As a Sr. CSM, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the BMC footprint. Key to this role is your ability to articulate value, inspire and sell the Social Enterprise future in a Cloud Computing world. As a trusted advisor and coach, you are the post-sales success leader for your assigned accounts and provide your customers with a deliverable Success Blueprint. In addition to the business process and change management skills needed for the role, the Sr. CSM should possess application functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with the entire account team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy is key to your success. You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. Sr. CSMs are required to 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. Responsibilities: As the Senior Customer Success Manager, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint. Mentor and foster a working collaboration between customers, other BMC functions and partners. Ensure customer renewal and drive the growth of customer advocates. Partner with Sales to manage assigned accounts to ensure customer success with BMC. Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals. Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Remedyforce features and associated business benefits to address their needs. Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs. Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan. Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer’s success. Work with the other areas within Customer Success and BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience. Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition. Qualifications Required Skills: BA/BS degree Minimum 8 years relevant work experience 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) Capability as credible and effective C-level advisor/coach, esp. around change management (cultural, technical and business) Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog Prior experience with medium-large, complex project implementations. Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months. Information Technology Service Management (ITSM) products such as HP Service Desk, BMC Remedy, BMC Service Express / Magic, ServiceNow, Heat, Frontrange, or other commercial ITSM products. ITIL and all aspects of Service management including Service Desk, Configuration Management, Change Management, Asset Management, CMDB, Service Catalogs and Knowledge Management. ITIL V2 and/or V3 certification strongly preferred. Knowledge of salesforce.com product and platform features, capabilities, and best use Deep ITSM or IT experience and knowledge of competitive landscape Proven effectiveness at leading and facilitating executive meetings and workshops Ability to prioritize, multi-task, and perform effectively under pressure Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy) Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful) It is the policy of BMC to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC helps leading companies around the world put technology at the forefront of business transformation, improving the delivery and consumption of digital services. From mainframe to cloud to mobile, BMC delivers innovative IT management solutions that have enabled more than 15,000 customers to leverage complex technology into extraordinary business performance – increasing their agility and exceeding anything they previously thought possible. BMC – Bring IT to Life.

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BMC offers IT management solutions that help customers master the complexity of IT. From mainframe to mobile, BMC delivers the automation,…

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