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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

Min salary

Mid point salary

Max salary

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