Lead Customer Success Specialist
- BMC Software
- 10 - 15 years
- Pune
- 2 months ago
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Job Description
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
Be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation.
Articulate value, inspire and sell the Social Enterprise future in a Cloud Computing world.
Become the post-sales success leader for your assigned accounts and provide your customers with a deliverable Success Blueprint, possessing application functional or IT expertise in combination with exceptional customer management experience at the C-level.
Serve as an escalation point for issues that impact the customers success and drive risk mitigation. Senior CSSs are required to maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systemswith the goal of owning the post-sale strategy.
As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.
To ensure youre set up for success, you will bring the following skillset & experience:
BA/BS degree or minimum 10 years relevant work experience
Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
Capability as credible and effective C-level advisor/coach, esp. around change management (cultural, technical and business)
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Prior experience with medium-large, complex project implementations.
Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months.
Information Technology Service Management (ITSM) products such as HP Service Desk, BMC Remedy/Helix, BMC Service Express / Magic, ServiceNow, Heat, Frontrange, or other commercial ITSM products.
ITIL and all aspects of Service management including Service Desk, Configuration Management, Change Management, Asset Management, CMDB, Service Catalogs and Knowledge Management. ITIL V3 and/or V4 certification strongly preferred.
Deep ITSM or IT experience and knowledge of competitive landscape
Proven effectiveness at leading and facilitating executive meetings and workshops
Ability to prioritize, multi-task, and perform effectively under pressure
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Familiarity with AI, GPT and LLMs.
Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful) .
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: BMC SoftwareLocation(s): Pune+ View Contact
Keyskills: Customer Success Configuration Management Change Management BMC Remedy customer management ITSM Service Desk Asset Management
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