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BMC Senior Services Portfolio Manager India, Maharashtra 52301315
12.09.2024
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Description and Requirements
CareerArc Code
1. Product-Market-Fit determines the product's value proposition, and the price customers are willing to pay. We also ensure that our productized services are fit for purpose and aligned with our customers' and partners' desired goals.
2. Go-To-Market focuses on how we align our OneBMC unified service delivery model, empowering customers and partners with relevant content, processes, workflows, education, tools, and best practices aligned to the customer adoption journey.
The Senior Services Portfolio Manager will support functions across both of these focal areas, specifically
carrying the following responsibilities:
BMC OneCS Success Central integrates all Customer Success functions (Support, Customer Success Management, Education, and Professional Services) through a standardized Unified Service Delivery model. Success Central primarily focuses on two key areas – Product-Market-Fit (PMF) and Go-To-Market (GTM).
- Product-Market-Fit determines the product's value proposition, and the price customers are willing to pay. We also ensure that our productized services are fit for purpose and aligned with our customers' and partners' desired goals.
- Go-To-Market focuses on how we align our OneBMC unified service delivery model, empowering customers and partners with relevant content, processes, workflows, education, tools, and best practices aligned to the customer adoption journey.
The Senior Services Portfolio Manager will support functions across both of these focal areas, specifically
carrying the following responsibilities:
- Support key workstreams for cross-functional projects to implement Customer Success service strategies that optimize unified service delivery, enhance customer engagement, improve operational efficiency and drive revenue growth
- Create or co-ordinate creation of documentation and collateral defining the delivery details of Customer Success service offerings, appropriate for internal education and delivery guidance
- Create and co-ordinate creation of knowledge content to drive customer adoption, improve operational efficiency and drive revenue growth
- Draft external and marketing collateral and enablement supporting customer education of Customer Success service offerings
- Support the maintenance of the OneCS Unified Service Delivery Model by enacting and evangelizing the structure, processes, resources, technology, and capabilities required to deliver customer success services effectively and efficiently
- Participate in key workstreams within projects relating to implementation of knowledge management framework for external and internal audiences
- Incorporate feedback and insights from Customer Advisory Boards into delivery and improvement of BMC services offerings
- Self-manage assigned tasks and projects as directed by Success Central management, aligned to bringing the OneCS mantra to life
- Deliver high quality, on-time achievement of key activities within Success Central and OneCS workstream charters demonstrating a self-starter attitude to consistently facilitate impactful outcomes supporting team KPIs
- Leverage relationship building skills to drive collaboration with cross-functional teams, including marketing, sales, customer success, and product development, to ensure seamless integration of digital services into overall business strategies
- Track activities and risks within formal team project management tools relevant to key performance indicators (KPIs) used to measure the effectiveness of Success Central initiatives
- Establish and effectively leverage relationships with inter-department collaborators, to further OneCS goals and outcomes for improved customer satisfaction and outcomes
- Prepare regular reports and presentations for Success Central management and initiative collaborators
To ensure you’re set up for success, you will bring the following skillset & experience:
- Support key workstreams for cross-functional projects to implement Customer Success service strategies that optimize unified service delivery, enhance customer engagement, improve operational efficiency and drive revenue growth
- Create or co-ordinate creation of documentation and collateral defining the delivery details of Customer Success service offerings, appropriate for internal education and delivery guidance
- Create and co-ordinate creation of knowledge content to drive customer adoption, improve operational efficiency and drive revenue growth
- Draft external and marketing collateral and enablement supporting customer education of Customer Success service offerings
- Support the maintenance of the OneCS Unified Service Delivery Model by enacting and evangelizing the structure, processes, resources, technology, and capabilities required to deliver customer success services effectively and efficiently
- Participate in key workstreams within projects relating to implementation of knowledge management framework for external and internal audiences
- Incorporate feedback and insights from Customer Advisory Boards into delivery and improvement of BMC services offerings
- Self-manage assigned tasks and projects as directed by Success Central management, aligned to bringing the OneCS mantra to life
- Deliver high quality, on-time achievement of key activities within Success Central and OneCS workstream charters demonstrating a self-starter attitude to consistently facilitate impactful outcomes supporting team KPI
- Leverage relationship building skills to drive collaboration with cross-functional teams, including marketing, sales, customer success, and product development, to ensure seamless integration of digital services into overall business strategies
- Track activities and risks within formal team project management tools relevant to key performance indicators (KPIs) used to measure the effectiveness of Success Central initiatives
- Establish and effectively leverage relationships with inter-department collaborators, to further OneCS goals and outcomes for improved customer satisfaction and outcomes
- Prepare regular reports and presentations for Success Central management and initiative collaborators
Expected Job Duties
- Manage and track status of work related to newand updated servicesincluding task planandschedulingupdates, trackingproject deliverables, documentation coordination and review, coordinating offering review feedbackandupdating documents incorporating feedback
- Work closely withPS Practice, Product Management and Development Teams as well as internal Success Central Teams to collaborate and designservicedescriptions and collateral that support business,customer and market strategies
- Provide strategic advice on usingproducttechnology to achieve businessoutcomesand use that perspective to help build and shape service offerings and associated collateral
- Help to facilitate the discovery process and influence the demand funnel into SuccessCentralbycoordinating and documenting idea review sessionsandproject scoping sessions
- Assist with assembling and building business cases,completing BCA documentationand supporting theimplementation of new services
- Provide back-office support to theservicesportfolio team including data collection and reporting,initiatingsystemupdaterequestsand validating request completion,posting files to shared libraryand maintaining quality control functions
- Assist with meeting scheduling,pre-readcontent packages, follow-upnotes and actions
- Work closely with the Enablement Team to build targeted collateral for CS and Sales stakeholders to empower the advancement of revenue and adoption growth
- MaintainSuccess Centralcommunication bypreparingand releasingcommunication to variouschannels keepingaudiencesup-to-dateoncompleted work within Success Central
- Performmarket analysis andindustry researchtofeed continual improvementprocess bringingto lightbest practices from vendors such as TSIA
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