Premier Support Account Manager

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This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

Premier Support Account Manager

BMC Premier Support is a high-touch, outcome-focused service for customer organizations using BMC solutions to support critical business operations and key technology initiatives. The Premier Support Account Manager is responsible for building a deep understanding of the Premier customer's business and technology objectives and, in partnership with the customer, creating and managing a Service Delivery Plan to achieve those objectives. Ultimately, the goals of the PSAM are to become a trusted advisor and to support successful adoption of BMC Solutions whether On-Premise, Hybrid or Cloud.

Responsibilities

Relationship Management

• Cultivate and maintain strong, positive working relationships with Premier customers
• Develop champions within the account at all levels
• Be the customer advocate within BMC
• Work in alignment with BMC ecosystem supporting the customer
• Share BMC, industry, and cross-industry best practices for BMC Solutions covered by Premier
• Advise customer of opportunities to connect with other customers through user conferences or reference calls

Delivery of Premier Service

• Ensure Premier Delivery Plans are aligned to customers' top priority technology initiatives
• Set agenda, chair, and manage Premier Governance Calls, Premier Service Delivery Reviews, and site visits
• Track recommendations provided to customers from Premier team, including resulting outcomes
• Manage escalations of technical issues blocking product initiative
• Manage action plans to close gaps in service delivery or product satisfaction
• Present internal account reviews for each account as requested at least once per year, articulating the value delivered to Premier customers

Drive to Measurable Outcomes

• Align with customer on key indicators for measuring success
• Collaborate on strategy to help drive customer's desired business outcomes
• Target high customer satisfaction scores for support and product
• Drive toward high Net Promoter Scores (NPS)
• Track Support Response and Resolution metrics, and coordinate improvement plans if needed
• Track performance and availability of BMC solutions, and map Premier activity to positive outcomes

Business Retention and Development

• Support renewal of product license and Premier service
• Document and share information related to license consumption
• Engage the customer champion/economic buyer/decision-maker to support the Premier renewal
• Work with account team to secure Premier renewal
• Identify revenue opportunities (Product, PS, Training, Support) within the account and communicate opportunity with the account ecosystem
• Coordinate Premier opportunities with the Premier Sales and account team

Key Skills

• Strong relationship management, communication and problem-solving skills
• Proven ability to work with large enterprise customers and understand their business needs
• Experience providing enterprise account management for an information technology company
• Demonstrated ability to manage to agreed milestones
• Proven leadership and co-ordination of complex situations
• Understand project and change management
• ITIL Foundation Certificate v4 or higher preferred

PSAM Required Qualifications

Experience

• 5+ years of experience in Customer Success, Technical Account Management, Account Management, Enterprise Support, or related customer-facing roles.
• Experience managing strategic enterprise customer relationships.
• Demonstrated success supporting customer retention and renewal initiatives.
• Experience leading executive-level business discussions.
• Proven ability to manage multiple high-profile accounts simultaneously.
• Strong stakeholder management skills across customer and internal organizations.
• Ability to lead cross-functional teams without direct management authority.

Preferred Qualifications

• Experience working with Fortune 500 or Global Enterprise customers.
• Knowledge of IT Service Management (ITSM), IT Operations Management (ITOM), AIOps, Observability, or Enterprise Automation solutions.
• Experience supporting software renewal and retention programs.
• ITIL Foundation certification.
• Experience supporting geographically distributed customer organizations.

Why Work Here? Because You’ll Matter.

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.

Make Your Mark At Helix

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.

EEOC Statement

Helix 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 asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At HELIX, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is €45,525 - €75,875