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BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.
Customer Success brings the transcendent customer experience to life by enabling customers to achieve the value and impact of their BMC investments. Customer Success accelerates value realization through core business outcomes and product adoption, mitigating risk, cultivating relationships, removing friction, and improving customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!
Responsibilities:1. Technical Adoption Leadership
- Own the technical post-sale adoption strategy for assigned BMC mainframe solutions, in alignment with the customer’s business priorities and technical environment.
- Assess current deployment, configuration, feature usage, operational integration, skills, and barriers to adoption.
- Create and maintain actionable adoption plans with clear technical outcomes, dependencies, priorities, owners, and success measures.
- Recommend practical usage and configuration improvements that increase value from the customer’s licensed BMC capabilities.
- Validate adoption assessments, technical plans, VAD content, demonstrations, and executive-ready progress updates.
2. Hands-On Mainframe and BMC Expertise
- Develop and maintain technical expertise across the BMC AMI portfolios, including AMI Ops, AMI Data, AMI DevOps, AMI Security, and AMI Cloud, aligned with customer demand, product specialization, and assigned priorities.
- Understand and maintain technical knowledge of BMC AMI Assistant, BMC AMI Agentics, and the AI capabilities and new releases relevant to the customer's BMC AMI environment, with a focus on driving customer adoption and value realization.
- Guide or perform, within agreed scope and customer controls, upgrade, software maintenance level follow-up, configuration review, testing, and implementation activities for BMC AMI software.
- Support adoption of BMC AMI portfolios, including AMI Ops, AMI Data, AMI DevOps, AMI Security, and AMI Cloud, based on the products licensed and deployed by the customer.
- Apply strong SMP/E and z/OSMF knowledge to BMC AMI software receive, apply, USERMOD, exit management, maintenance, and software lifecycle activities in the mainframe CSS lpar at BMC data center.
- Work effectively across AMI software ant it’s interaction with z/OS and major subsystems, including Db2, CICS, MQ, Storage, Automation, Network (Comms), IMS, JES2, and mainframe security environments in the mainframe CSS lpar at BMC data center.
- Use practical knowledge of JCL, TSO/ISPF, CLIST, REXX, PROCs, APF authorization, link-list management, RSUs, and enterprise change controls in the mainframe CSS lpar at BMC data center.
3. Value Realization and Customer Outcomes
- Connect technical adoption activities to relevant customer outcomes, such as improved operational visibility, reliability, productivity, automation, security, and software value realization.
- Track agreed adoption indicators, feature enablement, usage progress, technical milestones, risks, and realized outcomes.
- Turn adoption engagements into show-and-tell experiences that demonstrate working capabilities and customer-relevant results.
- Build reusable success evidence, technical use cases, lessons learned, and customer advocacy opportunities when appropriate.
4. Cross-Functional Orchestration
- Maintain strong working relationships with BMC Sales, Customer Success, Support, Services, Software Engineering, Account team, Product Management, and Marketing while preserving clear role boundaries.
- Bring the right technical specialists into the engagement based on the adoption barrier, product area, or customer objective.
- Act as the customer’s technical advocate by communicating product feedback, adoption gaps, risks, and enhancement needs through the appropriate internal channels.
- Support renewal readiness by providing evidence of adoption progress, value realized, unresolved technical risk, and the next adoption priorities. Commercial ownership remains with the designated account team roles.
Required Qualifications- BA/BS degree or equivalent practical experience, with 10+ years of hands-on experience in enterprise mainframe environments.
- Demonstrated experience as a z/OS system programmer or senior mainframe technical specialist.
- Hands-on experience installing, upgrading, maintaining, configuring, and troubleshooting third-party mainframe software.
- Proficiency with SMP/E and z/OSMF for software management and lifecycle activities.
- Working knowledge of one or more major subsystems: Db2, CICS, MQ, IMS, Storage, Network (Comms) and/or Automation.
- Knowledge of RACF, ACF2, or Top Secret and the security controls that affect software deployment and operation.
- Strong English verbal and written communication skills, including the ability to explain technical findings to technical and executive audiences.
- AI understanding and adoption.
Preferred Qualifications- Hands-on experience with one or more BMC AMI product families: AMI Ops, AMI Data, AMI DevOps, AMI Security, or AMI Cloud, BMC AMI Assistant, BMC AMI Agentics, and the AI capabilities.
- Experience leading complex technical adoption engagements that range from focused workshops to multi-month programs.
- Understanding of ITSM practices, software adoption methods, customer success motions, and the competitive mainframe software landscape.
- Ability to prioritize multiple customer engagements, manage dependencies, and work effectively under pressure.
- Experience mentoring engineers and sharing installation, maintenance, troubleshooting, and adoption best practices.
Our commitment to you!
BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!
If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!
BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $114,525 - $190,875
