Mainframe Customer Success Specialist

Country - Portugal - State - NA - Date Published - 16-Jul-2025 - Job ID - 45301 - Travel - You may occasionally be required to travel for business - This role can be based remotely in Portugal - Looking for details about our benefits? - Description and Requirements "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 - 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 The Customer Success Specialist (CSS) is responsible for ensuring the success of BMC Mainframe customers. The CSS will bring BMC best ideas, innovations, and capabilities to our portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between BMC and the Customer. As a CSS, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the BMC footprint. In addition to the business process and change management skills needed for the role, the CSS should possess Mainframe functional or IT expertise in combination with exceptional customer management experience at C-level. Working closely with the entire account team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy is key to your success. You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. CSSs are required to maintain strong working relationships with other BMC customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management eco systems with the goal of owning the post-sale strategy. **Responsibilities**: - As the Customer Success Specialist, you ensure that customers derive maximum value from their investment, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint. - Mentor and foster a working collaboration between customers, other BMC functions and partners. - Ensure customer renewal and drive the growth of customer advocates. - Partner with Sales to manage assigned accounts to ensure customer success with BMC. - Partner with the customer to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals. - Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map our IZOT portfolio features and associated business benefits to address their needs. - Play a fundamental part in helping your customers establish and manage their Change Management/Governance/Centre of Excellence programs. - Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan. - Serve as a customer advocate in driving industry best practices and the evolution of BMC product and platform functionality, courses and administrative services integral to the customer's success. - Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners and BMC. - Contribute thought leadership and best practice, both internally and externally, around business transformation. - Work with the other areas within Customer Success and BMC to develop and deliver repeatable processes and solution outcomes that improve the overall customer experience. - Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition. Required Skill / Competencies - 5+ years z/OS systems or major subsystem (DB2 especially) - BMC Mainview experience - Communication skills (verbal & written) in English and customer handling skills - Proven problem solving and analytical ability. - Excellent organizational/time management skills. - Ability to handle multiple tasks concurrently. - Analytical and problem-solving abilities - Expertise and experience dealing with large, complicated accounts - Proven effe