Basic Information

Country
United Arab Emirates
State
NA
City
Dubai Ubora
Date Published
‎01-Feb-‎2023
Job ID
‎36538
Travel Amount
up to ‎25%

Description and Requirements

LI-MS2

BMC helps customers run and reinvent their businesses in the digital age by
tackling their IT management challenges, championing their innovation, and
celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer
success--and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand
your skills, your network, and your horizons as you work to enable customer
growth and innovation every day. You will be surrounded by peers who inspire
you, drive you, support you, and make you laugh out loud, in an environment
that fosters individuality, respect, and personal ambition.
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 transition of software delivery and consumption to the SaaS
model makes customer experience and satisfaction ever more mission critical
for BMC. Our customers need to accelerate solution adoption and be able to
realize the impact and value to their business as quickly as possible. We're
continually evolving to address this imperative and one of our flagship
initiatives is the BMC Advantage strategic advisory service which works with
customers to drive solution adoption and accelerate their realization of
value. The Customer Success Executive (CSE) is a consultant who works with a
small portfolio of customers to deliver this service, developing deep
relationships with customer leaders and delivery partners whilst leveraging
the BMC ecosystem to enable customer outcomes.

Key Accountabilities

The CSE is accountable for the successful delivery of the Advantage service.
You'll be shaping and delivering high velocity engagements to realise value
within a few months by bringing digital transformation focus to bear around
your customers' BMC's solutions. What you advise is what you help to deliver.

Breaking this down, the CSE:
* Develops strong relationships with CIO, CFO, CHRO level executives, IT program leaders and business leaders to align with their core strategy, business objectives, programmatic goals and solution roadmaps.
* Maintains account level relationships to advocate BMC best practices and drive clear value propositions
* Builds Customer Success and Value Acceleration Plans that articulate all of this in terms that our customers and our ecosystem can act on.
* Develops strong relationships with the other members of the BMC account team and ecosystem to align them behind the Value Acceleration Plan and to support its achievement.
* Leads efforts to help the customer evolve their business transformation vision; helps the customer to deliver value-based capability and maturity roadmaps, and to establish delivery operating model governance.
* Works with the BMC ecosystem to achieve and exceed customer satisfaction targets.
* Work closely with the Sales organizations to develop and execute growth plans and strategies to deliver on our brand promise and identify growth potential.
* Collects product, solution and experiential feedback from customers and shares this with BMC's product organization to influence our roadmap.

Experience
*
‎15+ years of professional experience in a consulting / professional services
organization or equivalent leading and delivering engagements with defined
scope, milestones, deliverables and outcomes.
* Management and functional consulting roles focused on technology implementation and transformation programs serving fortune ‎100-‎1000 companies.
* Experience working with multiple industries with significant focus in Telecommunications, Financial Services or Government agencies.
* Experience working as a thought leader, 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.
* 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
*
Ability to formalize and deliver a strategy-based consulting engagement to
customers including planning and logistics activities, workshop facilitation,
resource alignment, data collection and analysis, project planning and plan
execution.
* The ability to work independently whilst appreciating the necessity to work collaboratively as part of a team.
* Experience working in and successfully navigating complex, matrixed organizations - this is a highly visible role that will continuously interface with customers and sales/presales leaders and c-level executives across the organization.
* Strong executive presence with ability to convey complex technical and functional scenarios in simple models and business speak.
* The ability to understand customer business goals; map technology solutions in support of 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.
* Commercial awareness and business acumen combined with the ability to identify and help develop opportunities for customers to make better use of BMC solutions, as well as opportunities to renew and expand.
* A proven ability to build Champions and achieve Trusted Advisor status with customers and colleagues.
* Familiarity with 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.

Optional Certifications
*
ITIL certification (v4 preferred)
* MSP
* PMP or similar

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.