Senior Customer Success Manager (with German)

BMC Software; Województwo mazowieckie; Remote; PLN 202,000 - 336,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

Employee Assistance Program (EAP)

Work-From-Home Allowance

Bonus Plan

Job summary

BMC Software, Inc. is hiring a Customer Success Manager to lead post-sale engagement in Poland. The role can be remote in Poland and may require occasional travel.

You will focus on adoption, benefits realization, risk mitigation, and driving growth with key customer stakeholders and executives. The ideal candidate has 3+ years in customer success or service delivery, strong German language skills, and experience with BMC-like solutions. ITIL and MSP certifications are a plus.

Qualifications

• Minimum 3 years of experience in a Customer Success Manager or Service Delivery Management role.
• Advanced proficiency in German.
• Strong customer success and/or service delivery management skills.
• Experience with BMC-like solutions and driving adoption of BMC or similar technology.
• ITIL v4 certification preferred.
• MSP certification preferred.

Responsibilities

• Drive the post-sale customer experience with focus on solution adoption, realization of benefits and objectives, advocacy, risk management, and growth opportunities.
• Develop and maintain CSPs with customer goals, success definitions, and KPIs.
• Advocate best practices and drive value propositions to enable solution adoption.
• Collaborate with customer and BMC ecosystem to drive consumption of success credits and Education services.
• Identify, publicize, and plan to mitigate risks to achievement of Customer and BMC objectives.
• Work with customers, marketing and sales to leverage customer success stories and promote advocacy.
• Build collaborative relationships across the BMC ecosystem to support CSP targets.
• Identify and communicate business leads for action by Sales.
• Collect feedback to inform product roadmap and enhancements.
• Actively use Gainsight to plan, record and communicate account-relevant information.

Skills

Customer Success

German language

Relationship management

Risk management

BMC solutions

Gainsight

Stakeholder management

Service delivery

Problem solving

ITIL certification

MSP certification

Tools

Gainsight

Job description

You may occasionally be required to travel for business

This role can be based remotely in Poland

Description and Requirements

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!

Primary focus & Responsibilities

• Driving the post-sale customer experience with focus on solution adoption, realization of benefits and objectives, advocacy, identifying, managing and mitigating risk, and identifying growth opportunities.


• Here is how, through this exciting role, YOU will contribute to BMC's and your own success:


• Develops and maintains strong relationships with key customer stakeholders, program, and business leaders to understand and align with their strategy, objectives and plans.


• Builds Customer Success Plans (CSP) incorporating the customers goals, their definition of success, how BMC's solutions will facilitate this success, and how success will be measured (customer KPIs).


• Advocates BMC best practices and drives value propositions that encourage and enable solution adoption.


• Works with customer and BMC ecosystem to drive consumption of success credits and Education services.


• Identifies, publicizes, and builds plans to mitigate risks to achievement of Customer and BMC objectives.


• Works with customers, marketing and sales to leverage customer success stories and promote advocacy


• Builds collaborative relationships across the BMC ecosystem, orchestrating it to support achievement of the targets defined in their CSPs.


• Identifies and communicates business leads for action by Sales.


• Collects solution and experiential feedback from customers to inform BMC’s product organization and influence roadmaps.


• Actively uses Gainsight to plan, record and communicate internally account-relevant and information.


• Use customer data to identify trends, opportunities, and areas for improvement

To ensure you’re set up for success, you will bring the following skillset & experience

• Minimum 3 years of experience working with BMC-like solutions and customers in a Customer Success Manager or Service Delivery Management role


• Advanced proficiency in German


• Strong customer success and/or service delivery management skills


• Excellent organizational, time management, stakeholder and ecosystem management abilities


• Commercial awareness


• Ability to resolve complex problems


• Working knowledge of at least one BMC solution (preferred)


• Experience in driving adoption of BMC or similar technology solutions


• ITIL certification (v4 preferred)


• MSP certification (preferred)

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 want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

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.

• Medical Insurance: Comprehensive medical insurance coverage provided to employees.


• Life Insurance: Life insurance coverage offered for additional peace of mind.


• Employee Assistance Program (EAP): Confidential support available for personal, financial, or work-related challenges.


• Milk Stork: A breast milk delivery service for traveling mothers, supporting breastfeeding while on the go.


• Employee Capital Plans (PPK): Participation in a PPK agreement with selected financial institutions, offering preferential financial services and rates. Contributions include:




• Employee: 2% of gross salary (mandatory) + optional voluntary contribution up to 2%


• Employer: 1.5% of gross salary (mandatory) + optional additional contribution up to 2.5%


• State: Welcome contribution and annual top-up in accordance with statutory rules




• Work-From-Home Allowance: A monthly lump-sum allowance of 50 PLN (gross) for all employees of BMC Software (Poland) Sp. z o.o., intended to partially cover home-office expenses such as electricity, internet, and use of personal space.


• Bonus Plan: All employees are eligible to participate in a company bonus plan. Bonus eligibility and structure vary based on role, seniority, and business unit. More details will be shared by the Talent Acquisition team during your interview process.

The benefits outlined on this page are provided as a general guide and are subject to change at the discretion of BMC.

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 iszł 201,750 -zł 336,250