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BMC Lead Customer Success Specialist AMI AppDev
United States, Ohio, Medina
476807434

25.03.2025

שיתוף

Description and Requirements

CareerArc Code

You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. CSSs 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 Customer Success Specialist, 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 product 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.
Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners and BMC.
Contribute thought leadership and best practice, both internally and externally, around business transformation.
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.

Required Skill / Competencies:

Communication skills (verbal & written) in English and customer handling skills
Proven problem solving and analytical ability.
Excellent organizational/time management skills.
Ability to handle multiple tasks concurrently.
Analytical and problem-solving abilities
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)
Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months.
Proven effectiveness at leading and facilitating executive meetings and workshops
Ability to learn and effectively utilize Customer Support tools/resources
Inquisitiveness to learn new products and ideas
BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
5+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2..)
AMI Monitor for CICS, AMI Auto Operator or Mainview product experience
Proficient in the use of standard IBM utilities
Proficient in the use of RACF commands
Ability to understand and write REXX code required
Ability to understand and write Assembler helpful, but not essential
Minimum of 5 years with Windows/Unix/Linux operating system management, configuration and security.
Minimum of 5 years of experience working with a Security Information and Event Management (SIEM) product.
5+ years of with Windows/Unix/Linux networking
Experience with Splunk Enterprise preferable
Experience with Batch files
Experience with programming languages such as C, C++, C#, Python, JavaScript helpful, but not essential.
Understanding of Networking concepts
Understanding of Security concepts
Strong diagnostics, debugging, and troubleshooting skills.