CountryMexicoStateJaliscoCityGuadalajaraDate Published10-Jul-2025Job ID45272Travelup to 10%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 loudWe 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 innovationResponsible for ensuring the Helix customer onboarding process is a seamless and elevated experience.
Provide case oversight and governance, and project/escalation management for customers during the onboarding phase (from Activation through 30days post Go Live and any defined success criteria met).
Leverage our reporting and dashboard tools to understand customer needs, identifying potential areas of improvement.
Utilize outcomes and data to influence change across the organization.ResponsibilitiesCustomer support point of contact for all helix customers/partners/professional services from activation through 30days post go liveProvide incident, change and work order oversight and governance for all SaaS issues (Support, Infra, DB, DevOps, etc)Help remove go live obstacles and drive issue resolutionAdvocate for customer in holistic BMC ecosystemCoordinate internal cross functional callsCoordinate deployment of changes that result from Go Live AssessmentProvide support and coordination during customer production Go Live eventWork closely with Onboarding Technical Support Analyst (OTSA) to ensure feedback loop to Activations and supporting teamsWork closely with Onboarding Technical Support Analyst (OTSA) on onboarding problem managementProvide customer "Just in Time Enablement"Behaviour, skills, experienceSelf-directed, focused on proactive customer experienceExperience with account and escalation managementExperience with SaaS customer onboarding and lifecycleExcellent communication, cross functional coordination and interpersonal skillsAbility to take control of difficult customer situations and drive issues to resolutionStrong English verbal and written communication skillsBMC Helix technical experience a plusFluent in Spanish and Portuguese a plusOur commitment to youBMC'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 YOUIf 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 ideasBMC 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.
📌 Escalation Mgr
🏢 Bmc Software
📍 Guadalajara