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BMC Lead Customer Success Specialist India, Maharashtra 826371386
01.04.2025
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Description and Requirements
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You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. CSSs are required to maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post-sale strategy.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- As the Customer Success Specialist, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
- Mentor and foster a working collaboration between customers, other BMC functions and partners.
- Ensure customer renewal and drive the growth of customer advocates.
- Partner with Sales to manage assigned accounts to ensure customer success with BMC.
- Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals.
- Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Helix ITSM features and associated business benefits to address their needs.
- Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs.
- Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan.
- Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer's success.
- Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners and BMC.
- Contribute thought leadership and best practice, both internally and externally, around business transformation.
- Work with the other areas within Customer Success and BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience.
- Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Strong communication (verbal & written) and customer handling skills.
- Proven problem-solving, analytical, and organizational/time management abilities.
- Ability to multitask and manage complex, senior-level IT/business accounts.
- Experience leading executive meetings/workshops and handling diverse portfolio engagements (1 week–several months).
- Quick learner with expertise in customer support tools/resources.
- BS in Computer Systems or related field OR equivalent programming experience.
- 5+ years in z/OS systems or major subsystems (STORAGE, IMS, CICS, DB2).
- Experience with AMI Monitor for CICS, AMI Auto Operator, or Mainview products.
- Proficiency in IBM utilities, RACF commands, REXX coding.
- 5+ years in Windows/Unix/Linux OS management, networking, security, and SIEM tools.
- Strong understanding of networking and security concepts.
- Excellent diagnostics, debugging, and troubleshooting skills.
Whilst these are nice to have, our team can help you develop in the following skills:
- Experience with Splunk Enterprise, batch files, and programming (C, C++, C#, Python, JavaScript preferred).
- Ability to understand and write Assembler helpful, but not essential
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