The Sr. Customer Value Specialist(CVS) is ultimately responsible for ensuring the success of CVR customers.  The Sr. CVS will bring BMC best ideas, innovations, and capabilities to our portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between BMC and the Customer.  

As a Sr. CVS, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the BMC footprint.  

Key to this role is your ability to articulate value, inspire and sell the Social Enterprise future in a Cloud Computing world. As a trusted advisor and coach, you are the post-sales success leader for your assigned accounts and provide your customers with a deliverable Success Blueprint. 

In addition to the business process and change management skills needed for the role, the Sr. CVS should possess application functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with the entire account team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy is key to your success.  

You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. Sr. CVSs are required to maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post-sale strategy. 

Responsibilities: 

• As the Senior Customer Value Specialist, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint. 
• Mentor and foster a working collaboration between customers, other BMC functions and partners. 
• Ensure customer renewal and drive the growth of customer advocates. 
• Partner with Sales to manage assigned accounts to ensure customer success with BMC. 
• Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals. 
• Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Remedy force features and associated business benefits to address their needs. 
• Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs. 
• Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan. 
• Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer\'s success. 
• Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners and BMC. 
• Contribute thought leadership and best practice, both internally and externally, around business transformation. 
• Work with the other areas within Customer Success and BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience. 
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition. 

Required Skills:  

• BA/BS degree or minimum 8 years relevant work experience 
• Fluency in English, Spanish (Portuguese a plus)
• Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience) 
• Capability as credible and effective C-level advisor/coach, esp. around change management (cultural, technical and business) 
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog 
• Prior experience with medium-large, complex project implementations. 
• Prior experience with in-depth & wide-scale diverse portfolio engagements with timelines ranging from 1 week to several months. 
• Information Technology Service Management (ITSM) products such as HP Service Desk, BMC Remedy, BMC Service Express / Magic, ServiceNow, Heat, Frontrange, or other commercial ITSM products. 
• ITIL and all aspects of Service management including Service Desk, Configuration Management, Change Management, Asset Management, CMDB, Service Catalogs and Knowledge Management.   ITIL V2 and/or V3 certification strongly preferred. 
• Deep ITSM or IT experience and knowledge of competitive landscape  
• Proven effectiveness at leading and facilitating executive meetings and workshops 
• Ability to prioritize, multi-task, and perform effectively under pressure 
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation 
• Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy) 
• Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)