BMC Software – Customer Success Executive – Australia

Job Description

Description and Requirements

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

Customer Success Executive, BMC Customer Success Management

Organization

At BMC transformation is everything: it’s how we bring IT to life for more than 20,000 customers worldwide, including over 80% of the Fortune 500, and it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, including their own. We’re not new to the world of IT management solutions and services but our attitude is. We have the strength of proven market leadership but we also have the energy, optimism and opportunities that often make us feel more like a start-up. For you this means the chance to do more and to be more – not only to make great things happen with technology but also to help reinvent BMC. A career that expands your mind and your horizons: peers who inspire, drive and support you; an environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation.

Purpose

The increasing transformation of software delivery and consumption to the SaaS model makes customer experience and satisfaction ever more mission critical for BMC. We’re continually evolving to address this imperative and one of our flagship initiatives is BMC Advantage, a strategically focused service that works with customers to drive solution adoption and accelerate the customer’s realization of value. The Customer Success Executive (CSE) leads the delivery of this service, developing deep relationships with customer leaders, partners and the BMC ecosystem to help all of us be successful.

BMC’s CSEs are leaders with executive-level experience; they have excellent customer sensitivity gained in service-oriented and customer focused organizations: they are thought leaders; they have the drive and the ability to evangelise BMC’s solutions and services; they are experienced at helping customers drive adoption and realize value from the solutions they invest in, and they are able to identify opportunities to expand their own and BMC’s value to our customers.

Our CSEs operates at an executive level to build and nurture relationships, representing the customers’ needs to BMC and representing BMC to the customers. They build a strong and broadly-based set of Champions, growing themselves into Trusted Advisors that solidify and deepen our customer partnerships based on the knowledge they bring and the confidence they inspire. They Develop customer advocates to partner with BMC in sharing the Autonomous Digital Enterprise (ADE) narrative.

Key Accountabilities

The CSE is accountable for the successful delivery of BMC Advantage and related services to assigned customers with successful delivery being based on the customer’s adoption and exploitation of its BMC solutions to achieve specific business objectives. Breaking this down, the CSE is accountable for:

• Working with customers to define what success means for them based on their business objectives and documenting this in the form of quantified and measurable Customer Success and Value Acceleration Plans (the plans).
• Building Roadmaps that show customers how they can leverage BMC’s solution and services portfolio to get from their current state to their desired state as Autonomous Digital Enterprises.
• Providing best practice advice and guidance to help customers plan, measure and accelerate solution adoption and realization of value.
• Aligning the BMC ecosystem behind the plans, leveraging them proactively to help customers achieve their success criteria.
• Representing the customer’s interests and needs across BMC and representing BMC in the joint governance framework that oversees execution of the plans.
• Working closely with Sales and other colleagues to help build and execute highly successful account plans that make a positive impact on both the customer’s and BMC’s business; identifying and mitigating risks, and identifying opportunities to sustain and develop our commercial relationships through renewal, expansion and growth.
• Working with the BMC ecosystem to achieve and exceed customer satisfaction targets.
• Collecting product, solution and experiential feedback from our customers and sharing this with our product organization to influence our roadmap.

Professional Behaviours

• A focus on the customer’s success achieved through win-win strategies and solutions.
• Presentation of a credible face at all levels within our own and our customers’ organisations supported by a track record of building Champions and Trusted Advisor relationships.
• The ability to understand customer business goals; see how technology solutions can be used to support their achievement, and share solution adoption best practices to help accelerate that achievement.
• A collaborative approach with the ability to build consensus across supplier teams as well as between suppliers and customers
• A positive self-starter attitude with the ability to prioritize, multi-task and perform under pressure in environments that are sometimes ambiguous or fluid.
• A proven ability to build Champions and achieve Trusted Advisor status with customers and colleagues.
• A desire to encourage, coach and develop colleagues.

Position Strengths

• Strong social skills supported by excellent written and verbal communication abilities that enable productive engagement with all levels of customer and colleague from C-level down.
• Strong leadership and influencing skills with the confidence to be consultative or directive depending on the situation.
• The ability to operate successfully in a matrixed organisation where leading by example and through influence is essential.
• A good understanding of BMC and or similarly purposed enterprise software solutions with the ability to describe these solutions and the business benefits they enable in terms that are relevant and impactful for customers.
• Commercial awareness and business acumen combined with the ability to identify and help develop opportunities for customers to make better use of our solutions and opportunities for BMC to expand its engagement through additional products and services.
• The ability to work independently whilst appreciating the necessity to work collaboratively as part of a team.

Experience & Competencies

• At least 12 years of experience that encompasses most of the following gained ideally in an international business context with strong consultancy and transformation or business change dimensions:
• Operating in a service provider role to help complex customers drive high-impact transformational initiatives based on the adoption and realisation of value from BMC or similarly purposed enterprise software solutions.
• Operating in a consumer role using BMC or similarly purposed enterprise software solutions to deliver services within large and complex organisations i.e. you’ve worn the customer’s shoes.
• Delivering value-adding advice and guidance based on personal experience of best practices around the people, process, organizational and technology dimensions of business change and solution adoption.
• Participating in the development and successful execution of strategically focused account plans.
• Orchestrating cross-functional teams to provide customers with a joined-up high-quality experience.
• Familiarity with consulting best practices plus solution implementation, project and program management approaches.
• Familiarity with enterprise software sales, implementation, adoption and value realization practices.

Qualifications / Certifications

• ITIL certification (v4 preferred)
• MSP
• PMP or similar
• Customer Success Management certification

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. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.