Lead Customer Success Manager - Saudi Arabia

About BMC and Role Overview

BMC is a leading global software company that accelerates business value for almost 80% of the Forbes Global 100 companies by connecting people, systems, and data to drive digital transformation and sustainable growth. Their Customer Success team focuses on delivering exceptional customer experiences by helping clients maximize the value of their BMC investments and ensuring adoption, risk mitigation, advocacy, and growth opportunities.

Key Responsibilities

• Establish and maintain strong partnerships with essential customer stakeholders and business leaders to align with their strategic objectives and plans.
• Create Customer Success Plans (CSPs) that define customers' goals, how BMC solutions enable success, and establish measurable customer KPIs.
• Promote BMC best practices to drive solution adoption and communicate value propositions effectively.
• Collaborate with customers and BMC's ecosystem to encourage the use of success credits and Education services.
• Detect potential risks to customer and BMC goals, develop mitigation strategies, and communicate these risks proactively.
• Partner with marketing and sales teams to leverage customer success stories for advocacy purposes.
• Coordinate cross-functional efforts within BMC's ecosystem to meet CSP objectives.
• Identify business leads and pass them on to the Sales team for follow-up.
• Gather customer feedback on solutions and experiences to influence product roadmaps.
• Utilize Gainsight software to document and communicate account-related information internally.
• Analyze customer data to uncover trends, opportunities, and areas needing improvement.

Qualifications and Skills

• At least 3 years of experience managing customer success or service delivery with BMC-like technology and clients.
• Strong expertise in customer success management and service delivery principles.
• Excellent organizational skills with the ability to manage multiple stakeholders and ecosystems.
• Commercial awareness and a strong problem-solving aptitude.
• Hands-on experience with at least one BMC solution is preferred.
• Proven track record in driving adoption of technology solutions similar to BMC's portfolio.
• ITIL certification (version 4 preferred) and MSP certification are advantages.

Diversity and Inclusion Commitment

BMC fosters an inclusive culture valuing each individual's authentic self and promotes equal opportunity employment irrespective of race, age, gender identity, sexual orientation, disability, or other protected statuses. The company encourages candidates from diverse backgrounds to apply and supports reasonable accommodations during the hiring process.

Ethical Hiring

BMC strictly prohibits any requests for payment from candidates as part of the recruitment process, ensuring a fair and ethical hiring environment.