Senior Services Portfolio Manager Job Listing at BMC Software in MH (Job ID 43092)

Description

"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! Here is how, through this exciting role, YOU will contribute to BMC's and your own success: 
BMC OneCS Success Central integrates all Customer Success functions (Support, Customer Success Management, Education, and Professional Services) through a standardized Unified Service Delivery model. Success Central primarily focuses on two key areas – Product-Market-Fit (PMF) and Go-To-Market (GTM). 1. Product-Market-Fit determines the product's value proposition, and the price customers are willing to pay. We also ensure that our productized services are fit for purpose and aligned with our customers' and partners' desired goals. 2. Go-To-Market focuses on how we align our OneBMC unified service delivery model, empowering customers and partners with relevant content, processes, workflows, education, tools, and best practices aligned to the customer adoption journey.


BMC OneCS Success Central integrates all Customer Success functions (Support, Customer Success Management, Education, and Professional Services) through a standardized Unified Service Delivery model. Success Central primarily focuses on two key areas – Product-Market-Fit (PMF) and Go-To-Market (GTM).

1. Product-Market-Fit determines the product's value proposition, and the price customers are willing to pay. We also ensure that our productized services are fit for purpose and aligned with our customers' and partners' desired goals.
2. Go-To-Market focuses on how we align our OneBMC unified service delivery model, empowering customers and partners with relevant content, processes, workflows, education, tools, and best practices aligned to the customer adoption journey.

The Senior Services Portfolio Manager will support functions across both of these focal areas, specifically carrying the following responsibilities:

• Support key workstreams for cross-functional projects to implement Customer Success service strategies that optimize unified service delivery, enhance customer engagement, improve operational efficiency and drive revenue growth 
• Create or co-ordinate creation of documentation and collateral defining the delivery details of Customer Success service offerings, appropriate for internal education and delivery guidance
• Create and co-ordinate creation of knowledge content to drive customer adoption, improve operational efficiency and drive revenue growth 
• Draft external and marketing collateral and enablement supporting customer education of Customer Success service offerings
• Support the maintenance of the OneCS Unified Service Delivery Model by enacting and evangelizing the structure, processes, resources, technology, and capabilities required to deliver customer success services effectively and efficiently
• Participate in key workstreams within projects relating to implementation of knowledge management framework for external and internal audiences
• Incorporate feedback and insights from Customer Advisory Boards into delivery and improvement of BMC services offerings
• Self-manage assigned tasks and projects as directed by Success Central management, aligned to bringing the OneCS mantra to life
• Deliver high quality, on-time achievement of key activities within Success Central and OneCS workstream charters demonstrating a self-starter attitude to consistently facilitate impactful outcomes supporting team KPIs
• Leverage relationship building skills to drive collaboration with cross-functional teams, including marketing, sales, customer success, and product development, to ensure seamless integration of digital services into overall business strategies
• Track activities and risks within formal team project management tools relevant to key performance indicators (KPIs) used to measure the effectiveness of Success Central initiatives
• Establish and effectively leverage relationships with inter-department collaborators, to further OneCS goals and outcomes for improved customer satisfaction and outcomes
• Prepare regular reports and presentations for Success Central management and initiative collaborators
  
  

Additional Expected Job Duties 

• Manage and track status of work related to new and updated services including task plan and scheduling updates, tracking project deliverables, documentation coordination and review, coordinating offering review feedback and updating documents incorporating feedback 
• Work closely with PS Practice, Product Management and Development Teams as well as internal Success Central Teams to collaborate and design service descriptions and collateral that support business, customer and market strategies 
• Provide strategic advice on using product technology to achieve business outcomes and use that perspective to help build and shape service offerings and associated collateral 
• Help to facilitate the discovery process and influence the demand funnel into Success Central by coordinating and documenting idea review sessions and project scoping sessions 
• Assist with assembling and building business cases, completing BCA documentation and supporting the implementation of new services 
• Provide back-office support to the services portfolio team including data collection and reporting, initiating system update requests and validating request completion, posting files to shared library and maintaining quality control functions 
• Assist with meeting scheduling, pre-read content packages, follow-up notes and actions 
• Work closely with the Enablement Team to build targeted collateral for CS and Sales stakeholders to empower the advancement of revenue and adoption growth 
• Maintain Success Central communication by preparing and releasing communication to various channels keeping audiences up-to-date on completed work within Success Central 
• Perform market analysis and industry research to feed continual improvement process bringing to light best practices from vendors such as TSIA  

To ensure you're set up for success, you will bring the following skillset & experience:

• Support key workstreams for cross-functional projects to implement Customer Success service strategies that optimize unified service delivery, enhance customer engagement, improve operational efficiency and drive revenue growth
• Create or co-ordinate creation of documentation and collateral defining the delivery details of  Customer Success service offerings, appropriate for internal education and delivery guidance
• Create and co-ordinate creation of knowledge content to drive customer adoption, improve operational efficiency and drive revenue growth
• Draft external and marketing collateral and enablement supporting customer education of Customer Success service offerings
• Support the maintenance of the OneCS Unified Service Delivery Model by enacting and evangelizing the structure, processes, resources, technology, and capabilities required to deliver customer success services effectively and efficiently
• Participate in key workstreams within projects relating to implementation of knowledge management framework for external and internal audiences
• Incorporate feedback and insights from Customer Advisory Boards into delivery and improvement of BMC services offerings
• Self-manage assigned tasks and projects as directed by Success Central management, aligned to bringing the OneCS mantra to life
• Deliver high quality, on-time achievement of key activities within Success Central and OneCS workstream charters demonstrating a self-starter attitude to consistently facilitate impactful outcomes supporting team KPI
• Leverage relationship building skills to drive collaboration with cross-functional teams, including marketing, sales, customer success, and product development, to ensure seamless integration of digital services into overall business strategies
• Track activities and risks within formal team project management tools relevant to key performance indicators (KPIs) used to measure the effectiveness of Success Central initiatives
• Establish and effectively leverage relationships with inter-department collaborators, to further OneCS goals and outcomes for improved customer satisfaction and outcomes
• Prepare regular reports and presentations for Success Central management and initiative collaborators

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.
At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 3,315,400 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 
The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 

(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 https://bmcrecruit.avature.net/returnship know more and how to apply.

CA-SD

 Apply on company website