Job Description

Description and Requirements

#LI-SD2

"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!

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!

Position Description - Premier Support Specialist

Responsible for helping premier customers achieve accelerated success with BMCs products and solutions.

Working closely with the Support Account Manager the PSS will help define a customer vision of success and work with internal and external stakeholders to build initiatives and plans to drive toward customer goals.

These may include:

• Decreasing time to value and mitigating risk
• Version currency through upgrade assistance
• Identifies opportunities for product expansion
• Driving successful product renewals and being a customer advocate within BMC

Responsibilities

• Understanding of customer business and operational challenges. A clear view and accountability to delivering a customer\'s vision of success
• Identifying risk to Premier and product renewals and take initiative to work with BMC ecosystem to build remediation plans
• Oversight and management of severity 1 and 2 customer support issues. Owns driving resolution within the BMC ecosystem
• Consistently provides preventative guidance, configuration, best practices and recommendations, reducing customer risk
• Working within Premier CRM system to ensure agreed deliverables are driven to completion and ensuring high value deliverables are communicated with the customer to demonstrate value and impact.
• Maintains test lab for each customer and keeps the lab aligned with customer environments.
• Delivers root cause analysis on Severity 1 cases
• Proven approach to logical problem solving and problem analytics. Has expert level knowledge in multiple product areas
• Product Ambassadors in their chosen areas:

Developing Product Upgrade Guides

Product Assessment with the customer environment

Providing customer feedback to the BMC product organizations.

Providing content beneficial for all premier customers (including blogs, documentation, videos or webinars)

Contributes to training material and staff enablement to increase the time to readiness of new staff and ongoing personal development of more experienced staff

• Delivery of BMC Premier Support improvement projects
• Uses Knowledge Centric Support (KCS) practices to ensure creation, reuse and improvement of findable technical knowledge articles. Responsible for publishing
• Deliver contracted premier deliverables in timely and qualitative manner.
• Periodic weekend work to support critical customer activities may be required.
• Quarterly Service Delivery Review for all customers.

Requirements and Qualifications

Required

• BMC Solution experience - BMC Remedy/ITSM to SME level
• Passionate about customer success
• Extensive experience in diagnosing and troubleshooting technical issues.
• Support and Customer Service experience (SaaS or on-premises)
• Strong skills in creating and maintaining collaborative relationships, both internally and externally.
• Highly motivated, self-starter, independent and flexible, with strong team-directed abilities and a collaborative attitude.
• Excellent communication and interpersonal skills.
• Results Orientated

Preferred

• Software Implementation experience
• Product administration experience
• Escalation Management and or project management experience.

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 still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to know more and how to apply.

BMC Software