Lead Customer Success Specialist - Mainframes
- BMC Software
- 5 - 10 years
- Pune
- 7 months ago
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Job Description
BMC is looking for a Customer Success Specialist - (Mainframes) is responsible for ensuring the success of BMC Mainframe customers. The CSS will bring BMC best ideas, innovations, and capabilities to our portfolio of customers and match these to the customers business goals, driving greater business value and executive alignment between BMC and the Customer.
As a CSS, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the BMC footprint.
In addition to the business process and change management skills needed for the role, the CSS should possess mainframe functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with the entire account team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy is key to your success.
You will also serve as an escalation point for issues that impact the customers 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 systemswith 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 customers 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 youre 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 weekseveral 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
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network Service TechnicianEmployement Type: Full timeContact Details:
Company: BMC SoftwareLocation(s): Pune+ View Contact
Keyskills: Customer Success management Unix SIEM troubleshooting CICS Linux OS management networking customer handling IMS customer support
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