Support Account Manager - APJ and EMEA

Shift :- This role requires working in a shift aligned with APJ and MEA customer time zones, which may include night-shift hours.

Role Summary The role provides service governance, proactive risk management, escalation coordination, support performance insights, and customer advocacy, while working closely with Customer Success, Sales/Account Teams, Support, Engineering/R&D;, Product Management, and other relevant stakeholders.

Key Duties & Responsibilities Key Outcomes/Measures

1. Develop and maintain strong, positive working relationships with Enhanced Support Customer stakeholders and with internal stakeholders

- Develop trusted relationships with Enhanced Support Customer stakeholders
- Understand customers organization, roles, and process
- Determine stakeholder business drivers and motivations and develop champions within the account
- Align with BMC ecosystem supporting the customer, especially CS team
- Advocate for customer within BMC
- Facilitate communication with BMC product management as appropriate for customer needs and solutions
- Maintain an effective communication model for the Enhanced Support engagement.
- Help Customer Stakeholders to demonstrate improved Performance, Stability, Availability of BMC Solutions
- Metrics: Maintain Support CSAT levels at or above target

2. Govern Enhanced Support Service Delivery

- Ensure Enhanced Support deliverables are on track
- Set agenda, chair and manage Enhanced Support Governance Calls, and Enhanced Support Service Delivery Reviews
- Ensure Root Cause Analysis (RCA) is delivered when requested for Critical issues impacting customer's production environment
- Deliver regular Support Assessments, Trending & Analysis on a cadence agreed with customer
- Track and follow-up BMC and Customer recommendations derived from RCA or Support Assessments
- Manage escalations of cases and complex situations on behalf of the customer within BMC
- Metrics:



Maintain Green status on key deliverables for assigned accounts on Enhanced Support Deliverables Dashboard
- 3.Drive to Measurable Outcomes
- Articulate the value delivered to Enhanced Support Customers
- Determine root cause of negative Support CSAT scores, and work with BMC Support and customer on resolution
- Track Support Response and Resolution metrics, and coordinate improvement plans if needed to ensure compliance with Initial Response SLA or to reduce Mean Time To Resolve (MTTR)
- Align with customer on key indicators for measuring success
- Identify and track key focus areas for BMC Solutions under Enhanced Support, develop and manage shard action plans associated with focus areas
- Track performance and availability of BMC Solutions, and map Enhanced Support activity to positive outcomes
- Metrics: Maintain NPS/Relationship Survey participation from Enhanced Support Customers at or above target.
- 4.Revenue and Renewal
- Own the Enhanced Support renewal process working with account and CS teams prior to renewal, ensuring Enhanced Support is included in the customer's budget cycle
- Support customer stakeholder discussions related to Enhanced Support value and renewal readiness, in coordination with CSM/Sales Team.
- Identify revenue opportunities (Product, Qualified Services, Training, Support) within the account, and communicate opportunity with the account ecosystem
- Identify and communicate potential Enhanced Support renewal risks with recommended mitigation strategies
- Metrics: Achieve Enhanced Support renewals at or above target

Key Skills and Experience

1. Required Skills and Experience

- Demonstrated experience working with Enterprise Customer Stakeholders in a Support Context
- Cross-functional working within a business to deliver customer-defined outcomes
- Experience managing Escalated and High-intensity issues with Enterprise-class customers
- Experience facilitating QBR or similar regular customer meetings
- Creation and delivery of regular reports tracking Support metrics to customer requirements .

📌 Account Support Manager (Pune)
🏢 BMC Software
📍 Pune