Mainframe Customer Success Specialist - Portugal

BMC Software, Inc.; North America; Remote; EUR 54,000 - 90,000; Full time

Job summary

BMC Software, Inc. is seeking a Customer Success Specialist to ensure customer satisfaction and enhance the value of BMC’s products. This role involves driving customer engagement, fostering collaboration, and managing account strategies to fulfill business objectives. Ideal candidates must possess strong communication and analytical skills, alongside experience with mainframe systems.

Qualifications

• 5+ years z/OS systems or major subsystem experience.
• Prior experience managing complicated accounts at senior IT and business levels.
• Ability to understand and write REXX code required.

Responsibilities

• Ensure customers derive maximum value from their investment in BMC.
• Develop and maintain long-term relationships with stakeholders in account portfolio.
• Identify risks to the customer achieving their stated business goals.

Skills

Communication skills

Analytical ability

Problem-solving

Customer handling skills

Interpersonal skills

Leadership

Education

BS degree in Computer Systems

Tools

Splunk Enterprise

SIEM products

Job description

You may occasionally be required to travel for business

This role can be based remotely in Portugal

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!

We help our customers free up time and space to become an Autonomo us Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation!

The Customer Success Specialist (CSS) 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 customer’s 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 systems with the goal of owning the post-sale strategy.

Responsibilities:

• 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 customer’s 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.

Required Skill / Competencies

• Communication skills (verbal & written) in English and customer handling skills
• Proven problem solving and analytical ability.
• Ability to handle multiple tasks concurrently.
• Analytical and problem-solving abilities
• 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)
• Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months.
• Proven effectiveness at leading and facilitating executive meetings and workshops
• Ability to learn and effectively utilize Customer Support tools/resources
• Inquisitiveness to learn new products and ideas
• BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
• 5+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2..)
• AMI Monitor for CICS, AMI Auto Operator or Mainview product experience
• Proficient in the use of standard IBM utilities
• Proficient in the use of RACF commands
• Ability to understand and write REXX code required
• Ability to understand and write Assembler helpful, but not essential
• Minimum of 5 years with Windows/Unix/Linux operating system management, configuration and security.
• Minimum of 5 years of experience working with a Security Information and Event Management (SIEM) product.
• 5+ years of with Windows/Unix/Linux networking
• Experience with Splunk Enterprise preferable
• Experience with Batch files
• Understanding of Networking concepts
• Understanding of Security concepts
• Strong diagnostics, debugging, and troubleshooting skills.

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is €54,000 - €90,000