Onboarding Support Mgr

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

Descripción de la vacante

Una empresa de software líder busca un profesional para asegurar una experiencia integrada y excepcional para los clientes de Helix. Este papel se centra en la gestión de la incorporación de clientes, asegurando la resolución de incidentes y la coordinación entre equipos. Se requiere experiencia en gestión de cuentas y habilidades sólidas en comunicación. Con un entorno de trabajo híbrido y un enfoque en el cliente, esta posición es ideal para aquellos con una fuerte visión proactiva.

Formación

• Experiencia en la gestión de incorporación del cliente SaaS.
• Habilidades de comunicación excelentemente desarrolladas en inglés y español.
• Experiencia previa en gestión de cuentas y resolución de problemas.

Responsabilidades

• Actuar como punto de contacto para clientes Helix durante la incorporación.
• Gestionar problemas e incidentes durante el proceso de incorporación.
• Colaborar con equipos internos para asegurar un lanzamiento exitoso.

Conocimientos

Comunicación

Gestión de cuentas

Gestión de incidentes

Proactividad

Herramientas

BMC Helix

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 free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation!

Responsible for ensuring the Helix customer onboarding process is a seamless and elevated experience. Provide case oversight and governance, and project/escalation management for customers during the onboarding phase (from Activation through 30days post Go Live and any defined success criteria met). Leverage our reporting and dashboard tools to understand customer needs, identifying potential areas of improvement. Utilize outcomes and data to influence change across the organization.

Responsibilities

· Customer support point of contact for all helix customers/partners/professional services from activation through 30days post go live

· Provide incident, change and work order oversight and governance for all SaaS issues (Support, Infra, DB, DevOps, etc)

· Help remove go live obstacles and drive issue resolution

· Advocate for customer in holistic BMC ecosystem

· Coordinate internal cross functional calls

· Coordinate deployment of changes that result from Go Live Assessment

· Provide support and coordination during customer production Go Live event

· Work closely with Onboarding Technical Support Analyst (OTSA) to ensure feedback loop to Activations and supporting teams

· Work closely with Onboarding Technical Support Analyst (OTSA) on onboarding problem management

· Provide customer “Just in Time Enablement”

Behaviour, skills, experience

· Self-directed, focused on proactive customer experience

· Experience with account and escalation management

· Experience with SaaS customer onboarding and lifecycle

· Excellent communication, cross functional coordination and interpersonal skills

· Ability to take control of difficult customer situations and drive issues to resolution

· Strong English verbal and written communication skills

· BMC Helix technical experience a plus

· Fluent in Spanish and Portuguese a plus

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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.

Min salary

405,225

Mid point salary

540,300

Max salary

675,375