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Staff Customer Success Operations Specialist

Staff Customer Success Operations Specialist

BMC Software

2 - 6 years

7 - 12 Lacs

pune

Posted:1 week ago| Platform:

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Skills Required

customer success automation compliance use cases process mapping legal ai presales process improvement data entry forecasting resource management sales customer experience operations project reporting salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

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:

Strong business acumen:
Ability to understand and align with Helixs strategic priorities, including utilisation, margin, and time to start.
Drive process improvement:
Proactively identify inefficiencies and propose solutions that enhance operational excellence.
Initiative & AI adoption:
Demonstrate initiative by proactively identifying opportunities to leverage AI and automation for smarter resource management, process optimisation, and reporting. Champion the adoption of new technologies and drive continuous improvement across the team.
Growth mindset:
Embrace challenges, learn from setbacks, and continuously seek improvement.
Collaboration:
Build strong relationships across teams (Sales, PMO, Legal, Partner Success, Delivery) and act as a connector.
Reliability & Accountability:
Deliver consistently, take ownership of work and its impact, and uphold confidentiality and compliance.
Knowledge of enterprise tools:
Demonstrated experience with tools such as Salesforce and Certinia, and the ability to quickly learn and apply new systems as required.
Innovation:
Actively explore and propose new ways of working, including piloting and evaluating emerging tools and technologies to drive smarter, more efficient processes.

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

Staffing & Resource Support
- oResource Management for GSD globally
- oProvide Geo support (Nelson/Sean) based on business priorities.
- oMaintain and optimise resource request templates, ensuring accurate skills and hours mapping.
- oSupport forecasting and capacity/demand visibility by ensuring early and accurate data entry.
CSP Governance & Reporting
- oRaise WebReqs and process EPOs for vendor signature.
- oOwn CSP-related reporting: utilisation summaries, CSP spend tracking, and skills management.
Clearance & Compliance
- oManage clearances tracking and reporting on gaps.
- oCoordinate with PMs and RMs to ensure readiness and compliance.
Delivery & Project Reporting
- oTrack and report on project Go-Lives, delivery milestones etc
- oWeekly reporting on project status updates for Forecast cadence.

Strategic & Cross-Functional Contributions

Enablement & Process Optimisation
- oMaintain and evolve the Helix RMO Wiki and process documentation.
- oSupport RM and PM training sessions with real-life use cases and updated materials.
- oCollaborate on Certinia process mapping and optimisation.
Automation & Systems
- oWork with PreSales Desk and automation leads to improve resource request workflows.
- oEnsure templates and systems reflect current business needs and skill taxonomies.
Leadership Support

oProvide ad hoc reporting and insights to support Elaine, Shona, Renato, and Nuria.

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Staff Customer Success Operations Specialist