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BMC Onboarding Customer Success Specialist 
Mexico, Jalisco 
699877164

04.07.2024
Description and Requirements

CareerArc Code

To achieve these goals, the mission of Onboarding Success Specialist team will be to:
  • Raise the bar for the overall BMC customer experience through seamless, outcome driven engagement
  • throughout the onboarding journey – with a focus on the user portion of that journey
  • Be the change agent force that continuously advocates for and on behalf of the customer, providing unbiased,
  • actionable, customer-driven feedback to BMC product and sales leadership
  • Provide real-time visibility into the overall status and health of BMC’s customers
  • bmc.com
  • Maintain a real time understanding of BMC’s customers and their adoption of our products
Job Responsibilities
  • Ensure a consistent onboarding experience for all customers
  • Maintain enthusiasm while providing overarching coordination for all activities from the customer’s purchase
  • until the have achieve a successful launch of our solutions
  • Develop and nurture trusted relationships with the customer
  • Demonstrate deep understanding of BMC products, core product features and use cases and their application
  • within a customer’s complex environment
  • Identify gaps (& opportunities) in the customer’s knowledge/utilization of BMC products consistent with their
  • stated business goals
  • Manage and track against key performance indicators for customer onboarding process
  • Effectively deliver engaging enablement presentations, training, and a cadence of regular remote meetings,
  • tailoring them to align with customers strategic business goals.
  • Ability to relate the product to value and expected customer outcomes in an easy-to-understand,
  • implementable adoption plan that will help guide our customers to achieve those outcomes
  • Identify customer adoption challenges and risks to a successful launch
In addition to core customer-facing responsibilities above, Success Specialists must also:
  • Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on status
  • of customer’s overall health
  • Demonstrate a solid appreciation for the implications of customer adoption on BMC Net Revenue Retention
  • Rates (NRR)
  • Capture and provide targeted feedback into the BMC R&D teams to ensure critical mass customer feedback on
  • BMC solutions is appropriately addressed in future innovation
  • Champion on behalf of the customer for product improvements and product advancements
Competencies and Experience Needed for Success
  • Bachelor’s degree in technology-related field and prior experience with SaaS is ideal for this role
  • Customer focused and demonstrable passion about customer success
  • Ability to prioritize, multitask, and organize workload
  • Superior written and verbal communications skills with a professional (even dynamic) presence, presentation and public speaking skills
  • Ability to work both individually and collaboratively within a team environment
  • Proven ability to quickly understand customer’s business processes/context (Sales, Marketing, Services, Support), business applications and automation requirements
  • Quick learner, always looking to embrace and master new technologies
  • Technical background in IT Service Management, Workload Automation and/or IT Operations Management solutions is a plus, though not required
  • Capable project/program management skills with ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes
  • Proven operational acumen with ability to define success targets and ensure attainment of targets

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