Mainframe Customer Success Specialist - Malaysia

CareerArc Code

CA-PF

Hybrid: #LI-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 enabling customers to achieve the value and impact of their BMC investments. Customer Success accelerates value realization through core business outcomes and product adoption, mitigating risk, cultivating relationships, removing friction, and improving customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!

Responsibilities:

• Become the post-sales customer success leader for your assigned accounts and provide them with a deliverable Success Blueprint in combination with exceptional customer management experience at the executive and technical level.
• Build and deliver tailored Success Blueprint aligned to customers' business goals and provide customized usage/adoption recommendations, risk identification, mitigation, and governance advice.
• Be responsible for driving customer adoption and success.
• Serve as an escalation point for customer issues impacting their success to drive risk mitigation.
• Able to maintain cross-functional relationships account system (Sales, Services, Engineering, Marketing, Product Management, and support) with the goal of owning the post-sale strategy and customer satisfaction.
• As a BMC employee, use the opportunity to learn, be included in global projects, challenge yourself and be the innovator in solving everyday problems.

Requirements:

• Excellent communication skills (verbal & written) in English, along with strong customer handling skills.
• Proven consulting, problem-solving, analytical, organizational, and time management skills with the ability to handle multiple tasks concurrently.
• Expertise and experience dealing with large, complicated, political accounts at senior IT and business levels, preferably with recent direct hands-on executive experience.
• Prior experience in cross-functional alignment with Sales, Pre-sales, Services, Engineering, Support, and Product teams is preferred.
• Prior experience with in-depth and wide-scale diverse portfolio engagements including leading and facilitating executive meetings and workshops.
• Ability to learn and effectively utilize Customer Support tools/resources and inquisitiveness to learn new products and ideas.
• 10+ years of deep expertise in z/OS systems, BMC/competitor Mainframe Tools/Utilities (such as Operations, Development, DB2, and Security).
• Understanding of customer challenges in large mainframe environment and the ability to address them.
• Good understanding of cloud technologies.
• BS degree in Computer Science or related technical field OR equivalent experience.

#LI-Remote

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!

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.