Onboarding Support Mgr

BMC Software Inc; Guadalajara; Híbrido; MXN 405,000 - 676,000; Jornada completa

Descripción de la vacante

Ein innovatives Unternehmen sucht einen engagierten Onboarding-Manager, der für die reibungslose Einführung von Helix-Kunden verantwortlich ist. In dieser spannenden Rolle werden Sie als Hauptansprechpartner fungieren und sicherstellen, dass Kunden während des gesamten Onboarding-Prozesses unterstützt werden. Ihre Fähigkeit, Probleme proaktiv zu lösen und die Kommunikation zu koordinieren, wird entscheidend sein, um eine erstklassige Kundenerfahrung zu gewährleisten. Wenn Sie eine Leidenschaft für Kundenservice und technische Lösungen haben, ist dies die perfekte Gelegenheit für Sie, in einem dynamischen und unterstützenden Umfeld zu arbeiten.

Formación

• Erfahrung im Kundenmanagement und in der Eskalationsbearbeitung.
• Kenntnisse im SaaS-Kunden-Onboarding und im Lebenszyklusmanagement.

Responsabilidades

• Hauptansprechpartner für Helix-Kunden während des gesamten Onboardings.
• Überwachung von Vorfällen und Änderungen im SaaS-Bereich.

Conocimientos

Kundenmanagement

SaaS Onboarding

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Englischkenntnisse

Spanischkenntnisse

Portugiesischkenntnisse

Descripción del empleo

Description and Requirements

CareerArc Code

CA-OG #LI-OG1 Hybrid: #LI-Hybrid

"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 become an Autonomous Digital Enterprise by enabling innovation and efficiency.

Role Overview: Responsible for ensuring a seamless and elevated Helix customer onboarding experience. Provide case oversight, governance, and project/escalation management during onboarding (from Activation through 30 days post Go Live and meeting success criteria). Use reporting and dashboards to understand customer needs and identify improvement areas, influencing organizational change through data-driven insights.

Responsibilities

• Serve as the primary support contact for all Helix customers, partners, and professional services from activation through 30 days post go-live.
• Oversee incidents, changes, and work orders related to SaaS issues across Support, Infrastructure, Database, and DevOps teams.
• Assist in removing go-live obstacles and drive issue resolution.
• Advocate for the customer within the BMC ecosystem.
• Coordinate cross-functional internal calls and deployment of changes following Go Live assessments.
• Support and coordinate during customer production Go Live events.
• Collaborate with the Onboarding Technical Support Analyst (OTSA) to ensure feedback and issue management during onboarding.
• Provide timely enablement to customers.

Skills, Experience, and Behavior

• Self-directed with a focus on proactive customer experience.
• Experience in account management and escalation handling.
• Knowledge of SaaS customer onboarding and lifecycle management.
• Excellent communication, coordination, and interpersonal skills.
• Ability to manage difficult customer situations and drive resolutions.
• Strong English verbal and written communication skills.
• Technical experience with BMC Helix is a plus.
• Fluency in Spanish and Portuguese is a plus.

Note: BMC Software maintains a strict policy against requesting payment for employment opportunities.

Salary Range: Minimum 405,225; Midpoint 540,300; Maximum 675,375.