Lead Customer Success Specialist (AMI AppDev) - Mexico City

You may occasionally be required to travel for business.

This role can be based remotely in Mexico.

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 become an Autonomous Digital Enterprise, seizing opportunities through relentless innovation.

Customer Success brings the transcendent customer experience to life by empowering customers to realize the value of their BMC investments. The team accelerates business outcomes, mitigates risks, fosters relationships, removes friction, and enhances customer experience. This is the ideal team for those passionate about customer centricity!

The Customer Success Specialist (CSS) ensures the success of BMC Mainframe customers by bringing BMC’s best ideas, innovations, and capabilities to align with customers’ business goals, driving value and executive alignment.

Responsibilities include driving customer adoption, providing governance advice, recommending usage strategies, identifying and mitigating risks, and increasing customer satisfaction, retention, and expansion of BMC's footprint.

The role requires mainframe functional or IT expertise, strong customer management skills at the C-level, and collaboration with various internal teams to drive the overall account strategy.

You will serve as an escalation point for issues impacting customer success and maintain strong relationships across the BMC ecosystem to own the post-sale strategy.

Responsibilities:

1. Ensure customers derive maximum value from their investment, utilize licenses, identify new opportunities, and collaborate with sales for growth.
2. Mentor and foster collaboration between customers, BMC functions, and partners.
3. Ensure customer renewal and develop customer advocates.
4. Partner with Sales to manage accounts and ensure success.
5. Establish a Business Roadmap/Blueprint with customers to meet their goals.
6. Understand industry challenges to align product features with business benefits.
7. Assist customers in establishing Change Management and Governance programs.
8. Identify risks and develop mitigation plans.
9. Advocate for customers and contribute to product evolution.
10. Build long-term relationships with stakeholders.
11. Contribute thought leadership on business transformation.
12. Work with teams to develop repeatable processes for better customer experience.
13. Support contract renewals and minimize attrition.

Required Skills / Competencies:

• Excellent communication skills (verbal & written) in English and customer handling abilities.
• Strong problem-solving and analytical skills.
• Ability to handle multiple tasks simultaneously.
• Experience with large, complex accounts at senior IT and business levels.
• Proven effectiveness in leading executive meetings and workshops.
• Ability to learn and utilize Customer Support tools.
• Curiosity to learn new products and ideas.
• BSc in Computer Systems or related field, or equivalent experience.
• 5+ years in z/OS systems or major subsystems (STORAGE, IMS, CICS, DB2).
• Experience with AMI Monitor for CICS, Mainview, and IBM utilities.
• Proficiency in RACF commands and REXX scripting.
• Experience with Windows/Unix/Linux management and security.
• Experience with SIEM products like Splunk.
• Knowledge of networking and security concepts.
• Strong troubleshooting skills.

Our commitment to you!

BMC values its people. Join a team of over 6,000 professionals worldwide, where your authentic self is celebrated. We encourage diverse talents and backgrounds to innovate and grow together.

We are an equal opportunity employer. If you need accommodations during the application process, please visit our accommodation request page.

BMC does not ask for payment for employment opportunities, maintaining a fair and ethical hiring process.