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Customer Success Executive

Description and Requirements
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 value-based 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.
  • 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.
  • 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