Katy, Texas, United States
• Senior I.T. professional with 19+ years of varied experience in different functions such as Customer Success, Customer Support, Vendor Management, Decision Support and Analytics. • Passionate about empowerment of staff and motivating through intrinsic factors not always linked to compensation or titles. • Experience in managing International teams and diverse cultures, successfully built and scaled customer Support team across regions. • Ability to see the big picture and then challenge status-quo for continual improvement, progressive change management and finally successful business transformation. • Natural with talent management and retention with proven ability to align employee strengths with specific company roles and functions.
As a Principal Customer Success Manager at BMC, I help enterprise customers unlock the full value of their SaaS Service Management solutions. I specialize in driving adoption, retention, and growth for strategic tier 1 accounts ($4M+ ARR), partnering closely with cross-functional teams to deliver real business outcomes. What I Do: Champion customer success by developing and executing tailored success plans that translate objectives into measurable results. Foster strong relationships with stakeholders at all levels—from CIOs and business leaders to IT experts and architects. Proactively manage customer health, leveraging data insights to identify risks and opportunities, and deliver executive business reviews that showcase value. Drive cross-sell and upsell initiatives, supporting customer expansion and long-term retention. Collaborate with Sales, Product, and Support teams to address challenges, influence product enhancements, and implement best practices. Advocate for customers by voicing their needs to product teams, helping shape new features and making our solutions more robust. Lead onboarding, enablement, and mentoring programs to accelerate time-to-value and empower Customer Success Managers. My Approach: I’m passionate about building lasting partnerships and driving growth through customer success. I thrive on translating complex business and technical requirements into actionable plans, and I’m committed to ensuring customer feedback shapes our product roadmap.
• Directly responsible for delivery of technical support for APJ, EMEA and Americas Enterprise Customers • Managing Executive level escalations and ensuring high level of Customer Experience • Liaising with Critical Accounts Manager, Sales team to understand the Business Impact of the customer and to Oracle and working in sync with them to deliver outstanding services and increase Support Service Agreement Sales • Engaging with l2-l3 teams to identify the training needs and planning the training to improve the technical Knowledge of the Support Engineers • Collaborating with Development team by reporting critical bugs and enhancement so as to make the product more robost • Reduced escalations in support to a minimal by proper planning, execution and management of resources • Developed and nurtured strong team leads in the team and guided them to deliver excellent performance both individually and for the team • Ensuring Top talent retention by continuous engagement with Subordinates by understanding their goals and laying down long term career plan • Present concise reports to the management on performance and challenges of support on a periodic basis • Effectively managing virtual teams spread across different geographical regions • Providing round the clock technical support to customer across the globe based on their SLA • Vendor Management by regular interaction with the customers and get their feedback on operation process and pending issues • Part of Technical Excellence Organization to ensure training delivery and upgrade skill issues with Bottom Quartile. BoB practice sharing • Report operational achievements and progress to the Director on regular basis including statistical analysis and improvement of action plans