Description
CareerArc Code CA-ML Remote: #LI-Remote
"At BMC trust is not just a word - it's a way of life!"
We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!
We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! Role Overview:
The BMC Customer Success Management team is seeking a motivated and creative Digital Customer Success Program Manager to join the new digital customer success practice. The Digital Customer Success Program Manager plays a pivotal role in delivering and optimizing digital customer success programs to drive adoption, engagement, and retention. Key aspects of the role include overseeing the delivery of key digital outreach initiatives, analyzing the success of campaigns using core KPIs, overseeing the delivery and management of AI tooling, and iterating on existing programs to maximize success. This role partners cross-functionally with Customer Success, Product, Marketing, and Sales to execute data-driven strategies and ensure an excellent customer experience through digital channels.
Key Responsibilities:
- Manage strategy and execution of scalable digital success programs, including onboarding, adoption, maturity journeys, and lifecycle campaigns.
- Manage multiple concurrent initiatives across digital offerings including community, email campaigns, AI tooling, and customer portal.
- Use customer insights, analytics, and segmentation to help optimize program performance and outcomes.
- Manage the delivery of iterative enhancements to our AI tooling.
- Measure the success of AI tools and help identify priority areas of improvement.
- Track and report on KPIs such as engagement rates, adoption, retention, and customer satisfaction for digital campaigns.
- Serve as a champion for digital-first engagement, enabling the organization to reach more customers more effectively.
- 3+ years of experience in program management or related project delivery roles.
- Strong project management skills with experience in Agile or similar methodologies.
- Familiarity with CS tools (e.g., Gainsight, Totango), automation tools (e.g., Marketo, HubSpot), and CRM systems (e.g., Salesforce).
- Familiarity with PM tools (e.g. Smartsheet)
- Excellent analytical, communication, and stakeholder management skills.
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.Min salary 335,925
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.
Mid point salary 447,900 Max salary 559,875 Min Salary - NEW 335,925 Max Salary - NEW 559,875recruiter_code
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