Principal Customer Success Specialist

BMC Software; United States; On-site; USD 149,400 - 249,000; Full time

Job summary

A leading company in the software industry is seeking a Principal Customer Success Specialist to enhance customer satisfaction and drive adoption. This role involves engaging with customers, providing strategic insights, and ensuring they achieve maximum value from their investments. The ideal candidate should have significant experience in customer-facing roles, strong communication skills, and a solid understanding of IT solutions.

Qualifications

• Minimum five years in customer-facing roles, preferably in customer success management.
• Experience in driving adoption of complex IT solutions.
• Excellent communication skills and conflict mediation abilities.

Responsibilities

• Prioritize customer experience and retention.
• Drive customer adoption through governance advice and usage recommendations.
• Act as an escalation point for issues impacting customer success.

Skills

Customer experience

Customer satisfaction

Adoption of IT solutions

Empathy

Business acumen

Communication skills

Tools

ITSM

Gainsight

Job description

Join us to apply for the Principal Customer Success Specialist role at BMC Software.

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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 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 leveraging innovative technology and partnerships with BMC.

Join us as a Customer Success Manager!

Customer Success brings the customer experience to life by empowering customers to realize the value of their BMC investments. Your role is to ensure customer satisfaction, drive adoption, and foster long-term relationships.

• Prioritize customer experience, satisfaction, and retention.
• Drive customer adoption through governance advice, usage recommendations, and risk mitigation.
• Collaborate with the BMC ecosystem to support customers effectively.
• Serve as the post-sales success leader, providing a Success Blueprint for your accounts.
• Act as an escalation point for issues impacting customer success and maintain strong relationships across departments.

Required Skills & Experience

• Minimum five years in customer-facing roles, preferably in customer success management.
• Experience in driving adoption of complex IT solutions to achieve business outcomes.
• Familiarity with BMC or similar enterprise software solutions.
• Ability to understand customer goals and map technology solutions accordingly.
• Strong empathy and advocacy for customers.
• Business acumen with a track record of identifying growth opportunities.
• Experience dealing with senior IT and business executives.
• Excellent communication skills and conflict mediation abilities.
• Knowledge of ITSM, generative AI, and customer success tools like Gainsight.

Additional Information

BMC is committed to diversity and inclusion. We encourage candidates from all backgrounds to apply, even if they don’t meet every qualification. We uphold a strict no-payment policy for employment opportunities.

Salary range: $149,400 - $249,000, depending on experience and location.

Employment Details

• Employment type: Full-time
• Job function: Other
• Industries: Computer Hardware, Software Development, IT Services & Consulting

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