Customer Success Executive - Argentina
LOCATIONS:
The Customer Success Executive (CSE) is a newly formed role within BMC. The CSE is responsible for helping our customers receive a better experience and realize a stronger sense of value from BMC solutions and services. In addition the CSE will need to navigate and influence inside the customers organisation and BMC, at senior levels. The CSE is a highly visible role that reports either to a Director or directly to a Vice President within the Chief Customer Office.
JOB RESPONSIBILITIES:
Customer Facing:
- Responsible for the successful BMC Advantage deliverables
- Owns the customer post sales experience; across the BMC ecosystem, demonstrating an understanding of BMC solutions, services and their value proposition to the customer
- Strives to attain a position of trusted advisor to the customer, to ensure achievement of specific business goals that are dependent on or influenced by the BMC solutions they have invested in and have implemented
- Identifies gaps in the customer’s knowledge and utilization of BMC solutions to achieve their stated business goals; develops approach to close gaps and rolls into Customer Success Plan
BMC Facing:
- Be responsible for the Net promoter Score (NPS) for your assigned customer
- Manages and assesses the BMC Loyalty Survey process for your customer, in order to collect feedback and build recommendations for an improved BMC Experience
- Presents detailed health of assigned customer to BMC leadership and peers
- Must drive confidence from trust in customer and BMC relationships, understanding of the projects, deep appreciation of the project approach /execution strategy, teams, processes products etc.
- Maintain a line of sight on approaching renewals and proactively communicate customer health and success challenges to Renewals team
- Identify additional services & education engagements
Capabilities & Competencies for Success
- Strong Operational acumen with ability to define success targets and ensure attainment of targets
- Strong program management skills with ability to synthesize customer success outcomes into well-structured program plans that deliver against such outcomes.
- Ability to communicate at both a technical level of detail and also to more senior audience both within BMC and the account
- Proven ability to address difficult issues, make tough decisions, and communicate constructive feedback. Volunteers to lead/own various projects for building the BMC Advantage program
Critical Experiences:
- 10+ years in senior customer facing roles that require a mix of influencing, negotiating, understanding and execution
- Experience in successfully managing large scale IT programs or projects and ITIL
- Strong knowledge of business processes (Sales, Marketing, Services, Support), business applications and automation
- Expertise in Project and Program management
- Experience in dealing with senior IT and business executives of large and complex accounts
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.
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