Senior Customer Success Manager (with German)

BMC Software; Portugal; Hybrid; EUR 50,000 - 70,000; Full time

Job summary

BMC Software is seeking a Customer Success Manager to drive post-sale experiences, focusing on adoption, benefits realization, and risk mitigation across strategic accounts. You will develop CSPs, advocate best practices, and collaborate with the ecosystem to promote education services and leverage customer success stories.

Ideal candidates bring 3+ years with BMC-like solutions, advanced German, and ITIL/MSP certifications.

Qualifications

• Minimum 3 years with BMC-like solutions and customers in a Customer Success 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.
• Experience in driving adoption of BMC or similar technology solutions.
• ITIL v4 certification preferred.
• MSP certification preferred.

Responsibilities

• Drive the post-sale customer experience focusing on solution adoption, realization of benefits and objectives, advocacy, identifying and mitigating risk, and identifying growth opportunities.
• Develop and maintain Customer Success Plans (CSP) with customer goals, success definitions, and KPIs.
• Advocate best practices and drive value propositions to enable 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 CSP 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 roadmaps.

Skills

Customer Success

Stakeholder Management

Time Management

Organizational Skills

Commercial Awareness

Problem Solving

Education

ITIL certification (v4)

MSP certification

Tools

Gainsight

Job description

Description and Requirements

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

Description And Requirements

CareerArc Code

CA-PF

Hybrid

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!

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.