Premier Support Architect - UK

Basic Information

Country:

United Kingdom

State:

NA

City:

GBR Winnersh - E2

Date published:

15-Apr-2019

Job ID:

25441

Description and Requirements

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:


Premier Support

  • 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.

Premier Pro-Active

  • 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 Renewals
  • % Premier Revenue increase
  • Customer satisfaction survey results
  • # of executive level escalations
  • Case studies
  • 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

*LI-NQ1

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

*LI-NQ1