Support Account Manager

BMC Software, Inc. [NYSE:BMC] is a leading provider of enterprise management solutions that empower companies to manage their IT infrastructure from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and fiscal 2005 revenues of more than $1.46 billion. For more information about BMC Software, visit www.bmc.com.

 

PRIMARY RESPONSIBILITIES:

- Work closely with customers' project management team to ensure stable, trusting relationships
- Design and develop account management strategy documents based on customer analysis and assessment
- Stay current on major product issues affecting customers so that you can anticipate and prevent problems within your accounts
- Provide timely, proactive review of outstanding issues to customers
- Serve as primary point of contact for customers for account management and escalation issues
- Achieve and maintain at least 70% account referenceability in accounts
- Maintain current knowledge of assigned accounts, keeping CRM tool regularly updated with relevant information and supporting documentation
- Proactively identify new consulting and product sales opportunities within the organization
- Work with any existing dissatisfied customers and move them to a more positive satisfaction level with BMC Marimba Product Line (MPL)
- Enhance customer satisfaction level with MPL provided products and services, through meeting customer expectations, follow-up, and positive problem resolutions
- Maintain technical competence by keeping abreast of technology and technological developments, practices, procedures, etc
- Plan and direct own activities with minimal management supervision
- Provide an informal leadership role to other EAMs within the organization
- Provide timely status reports to MPL Management
- Provide feedback to Product Management group on customer needs
- Manage, track and escalate, when appropriate, all customer RFEs and defects
- Judiciously leverage MPL resources (PM, GSD, Engineering) to balance customer and MPL needs.


Skills Required:

SKILLS/ KNOWLEDGE: 
- Working knowledge of one or more programming languages
- Able to understand and explain related technical issues 
- Excellent communication, organizational and time management skills 
- Excellent Microsoft Office productivity tool usage skills
- Excellent troubleshooting skills
- Strong leadership skills


Desired Skills / Special Qualifications:

EXPERIENCE:
- 6-10 years of successful pre or post-sales experience or equivalent
- Prior successful experience delivering technology solutions to all levels within an organization, from executive management through the technical staff
- Proven ability to develop relationships with customers
- Clear knowledge of administrative issues as they pertain to systems and network management
- Clear knowledge of the Internet and experience with infrastructure software products or equivalent
- Experience participating with sales people and being responsible for the technical aspects of the sales cycle
- 2-3 years systems administration on UNIX and NT systems or equivalent is a plus
- Minimum of 3 years experience in the PC Desktop environment
- Prior success in a leadership or project management role


CITIZENASHIP:
- US Citizenship Required


TRAVEL
- 25% travel with last minute travel flexibility is required


Education/Training Required:
EDUCATION:
- Bachelor's degree in Computer Science or equivalent experience


 

IF YOU ARE INTERESTED IN BEING CONSIDERED FOR THIS POSITION, CLICK THE LINK BELOW TO SEND YOUR RESUME DIRECTLY TO THE MANAGER- http://bmc.kenexa.com/bmcv36/bmcext/jobdesc.asp?ID=4539