• 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;

• BMC Solution experience – must have BMC ITSM experience
• 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 communications and interpersonal skills.
• Results Orientated

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

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