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BMC Director Customer Success Operations United States, Texas 552163431
21.12.2024
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- Drive and participate in strategic initiatives that positively impact the organization in a meaningful way, Program management and leadership of key priority initiatives
- Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance.
- Manage customer segmentation, CSM assignments, and capacity planning to ensure the optimal customer experience
- Implement and manage software/applications that facilitate CS & CS Ops activities, serving in role as system business owner
- Lead Technology and Systems Strategy for CSM: Product Owner for the Gainsight ecosystem, roadmap, and manage Gainsight administrators
- Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities (SFDC and Gainsight)
- Measure and report on program performance and business impact. Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success
- Manage CSM compensation strategy and execution of program
- Management of global teams, people leadership, and talent development
To ensure you are set up for success, you will bring the following skillset & experience:
- Bachelor’s Degree in Business Administration or Technology related discipline
- You have 5+ years of experience in Customer Experience, Customer Success, Revenue Operations, or CS Operations within a B2B SaaS company and 3+ years of management experience leading Global teams
- You are an expert at identifying trends through data analysis and turning insights into actionable outcomes
- Excellent communication skills (verbal and written) with a strong ability to articulate and communicate strategies and plans at all levels, escalate program issues, and mitigate project risks
- Your previous experience includes working with customer engagement tools like Gainsight, Salesforce
- You have progressive customer success experience leading relevant teams (Customer Success Managers, Account Management, and/or CS Operations)
- You have experience with digital engagement approaches and methods (i.e., Digital Customer Success / Tech Touch, Digital Marketing)
- Demonstrated success with cross-functional coordination, including planning, execution tracking, and decision making
- Previous experience as a Gainsight Administrator or technical proficiency leading Gainsight systems strategy; Gainsight Administration Certification (preferred)
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