Description
CareerArc Code CA-PC Hybrid: #LI-Hybrid
"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! Challenge yourself as a part of a dynamic, fast paced team and join BMC Software! We are currently hiring a Program Manager for our Customer Success, Risk and Retention team.
The CS Risk Programs team is responsible for identifying and mitigating customer risks to drive retention and long-term success. We use predictive analytics and AI to detect early warning signals, coordinate cross-functional mitigation strategies, and empower Customer Success Managers with structured planning tools like the Risk Playbooks. Our work includes running risk reviews, mitigating the identified risks using cross-functional tactics, and managing executive reporting on risk trends.
As a Program Manager on the Risk and Retention team, you will lead strategic initiatives that identify, mitigate, and manage customer risk to drive retention and long-term success. You will orchestrate cross-functional programs such as Critical Situations (CritSits) and Heal Desk ensuring alignment across Customer Success, Sales, Support, and Product teams, regularly acting as the customers' advocate helping to prioritize and gain momentum in solving complex challenges. This role requires a strong blend of program execution, customer advocacy, and operational rigor.
Key Responsibilities:
- Program Execution: Own and scale initiatives like Critical Situation (CritSit) management, Heal Desk, ensuring timely resolution of customer risks and alignment with business goals.
- Risk Governance: Lead structured risk reviews, develop mitigation strategies, and drive adoption of risk frameworks across the field.
- Field Enablement: Deliver playbooks, training, and digital assets to empower field teams to act on risk signals with confidence and consistency.
- Reporting & Insights: Manage dashboards and executive reporting on risk trends, mitigation progress, and renewal forecasts to inform leadership decisions.
- Cross-functional Alignment: Collaborate with cross-functional teams to analyze risk trends and influence strategic decisions, including product roadmap planning and team-level initiatives
- Proven experience (typically 6–8 years) in program management, or risk operations
- Strong cross-functional leadership and stakeholder management skills
- Ability to synthesize data into actionable insights and drive execution
- Excellent communication and executive presence
- Strong technical knowledge of enterprise software and SaaS systems, as well as experience leading internal and external rapid response to complex incidents.
- Experience with Gainsight, Salesforce, and risk analytics tools
- Project management certification preferred
- Experience with ITIL or ITIL certification preferred
- Outstanding verbal and written communication skills, including experience in communicating technical issues to a business audience
- Excellent program management skills, including ability to manage projects across teams
- Ability to interface with executive stakeholders on highly complex issues and influence towards improved customer outcomes
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.At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 2,117,800 INR. 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 salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.
(Returnship@BMC)
Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.
Min salary 1,588,350Our 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 2,117,800 Max salary 2,647,250 Min Salary - NEW 1,588,350 Max Salary - NEW 2,647,250recruiter_code
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