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BMC Principal Customer Success Manager 
United States, Ohio 
433892123

19.09.2024

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Description and Requirements

CareerArc Code

Responsibilities:
• Prioritize the BMC customer experience with a focus on satisfaction and retention
• Ensure customer success and impact through adoption of Autonomous Digital Enterprise (ADE) solutions that accelerate business value for our customers
• Create customer advocates through deep listening and discovery, and identifying contacts to partner with BMC to share the ADE narrative
• Collect product, solution, and experience feedback from our customers to share with our product organization and influence our enhancements and long-term roadmap priorities
• Lead the customer through the customer success framework including onboarding, lifecycle engagement, adoption maturity, acceleration plays
• Support the customer with a strong communication strategy, quarterly business reviews, activity reports and strategic tooling, in partnership with the BMC ecosystem
• Work diligently to build relationships of trust within your account at all levels
• Align with our customers’ business goals, mutually identify the best path forward, and drive a plan of action to achieve success against those goals
• Leverage data, signals, inputs to signal the ecosystem around how we can help customers to accelerate their business goals
• Bring your customers value in the form of prescriptive technology, industry, functional, direction and point of view
• Act as the internal advocate on behalf of your customer, communicating updates to the customer, and sharing feedback from your customer back to the BMC ecosystem
To ensure you’re set up for success, you will bring the following skillset & experience:

• 10+ years in customer-facing roles of progressing seniority

  • Must be a U.S. Citizen
  • Must have the ability to obtain security clearance

• Navigate customer organizational structures to identify and build relationships with executives and partners

• Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak

• Experience 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

• Proficient at being prescriptive and driving action-oriented meetings

• Influential team member, possessing a high level of integrity, cross-functional collaboration, and ability to bring alignment to complex environments

• Highly enthusiastic, creative, and collaborative individual that excels in a matrixed environment. Ability to manage influence through persuasion, negotiation, and consensus building

• Digest and effectively communicate technical concepts across audiences of varying technical abilities

• Has served the IT stakeholder audience at some point in your career and has experience with serving multiple lines of business. Understands the complexities of IT to Line of Business interoperability.

• Strong empathy for customers, employees and drive to growth revenue and market impact

• Deep understanding of value drivers in recurring revenue business models

• First-hand experience with organizational and project level governance models

• Outstanding written, verbal and listening communication skills – ability to relate to and talk with people at all levels of an organization


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