BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success and when customers thrive, we all do.
BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day.
You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.
We’re now hiring a Premier Support Architect!
Key Duties & Responsibilities :
Collaborate with Support Account Managers and BMC Support Organization ensuring customer value realization and high renewal rates.
Establish and maintain strong relationships with fortune 1000 customers
Directly manage or provide strong oversight to highest priority customer support issues and situations in Product Support Teams
Minimizes the backlog and aging of support issues and reduces the need for the customer to escalate issues to see progress at workgroup and organizational level
Strongly collaborate with Customer Engineering, R&D, Professional services and other internal groups interacting with Premier customers.
Serve as customer Trusted Advisor and Advocate during the creation, implementation and support of solutions using BMC products.
Regular Technical Workshop / Support Review / Onsite meeting with customers to develop customer valued outcomes.
Management, maintenance, access and reporting for customer Test environment ensuring customer value.
Drive content and discussion on customer BMC Premier Communities Pages
Licence Utility Measurement and Provide Secure FTP access
Upgrade Assistance / Framework
Leverage customer direct Lync / Skype chat improving productivity.
Proactively manage technical relationship according to the customer’s operational priorities with an eye to avoiding business-
critical situations and maximizing the solution value.
Advise customers on known product issues that could affect the implemented solution, providing platform issue risk mitigation.
Educate customers on features of product already implemented or that have not been implemented and contain strong business value for customer
Significantly contribute Support related insight to quarterly business reviews with customer and BMC Account Team.
Proactively aligns Premier delivery to customer operational requirement(s).
Product adviser around customer projects to reduce risk and increase assurance for success
Deliver yearly Product Assessments with recommendations as appropriate to enhance platform availability, reliability and performance.
Actively contribute in BMC Premier and other communities helping customers to reduces costs through best practice sharing and issue avoidance
Sharing of BMC best practices and utilities as appropriate to extend the value of customer BMC investment
Oversight on technical input for RCAs on escalated issues.
Key Outcomes / Measures
Customer Product Assessment to review environment and make recommendations and suggestions to improve availability, performance and stability.
Premier Revenue increase
Customer satisfaction survey results
of executive level escalations
Premier Customer References
Quarterly Customer Reports
Driving engagement on Premier community sites
Semi-annual Organizational TOI delivered
Annual white paper evangelizing BMC solution(s) driving by market trends
Minimum Education : BS in Computer Science, Information Systems, etc.
Minimum Experience : 3-5 years in BMC Discovery Customer Support, Professional Services, or Development