Access to a Premium Customer Success Manager

What you get:

BMC will perform the following:

• Prepare a Customer Success Plan (CSP) and Value Scorecard to track achievement of goals and success criteria.
• Conduct a weekly review with the Customer to review progress against planned activities and address any matters arising in relation to progress against the CSP, the Service, and the Customer / BMC relationship. 
• Conduct a quarterly two-way review of progress made against the CSP, the Service, and the Customer / BMC relationship.
• Prepare Current State Assessment to identify growth areas and assess the BMC product area. (Provide up to 2)
• Prepare Product Adoption Assessments to assess its use and adoption of a solution, to identify opportunities which increase benefit and value. (Provide up to 3)
• Prepare an Education Skills Assessment to analyze skills and report on education skills gaps.
• Provide Customer Success Advisory Enablement Sessions based on Customer predilection. Enablement sessions could include transition plans, Autonomous Digital Enterprise (ADE) workshops, product demonstrations, and actionable improvement roadmaps. (up to 5 days per 12-month period) 
• Provide Product Enablement Alignment. Enablement could include highlighting product release updates, product planning roadmaps, technical product enablement sessions, and product demonstrations.

The Service is delivered remotely but provides up to two on-site visits per year.

The Service can be leveraged on its own or in combination with other BMC subscription services. The Service is available for BMC software-as-a-service and BMC on-premise software products the Customer has licensed and is currently under support.

The Service provides the average number of days specified below:

• One (1) day per week for 12 consecutive months
• Up to two (2) onsite Business Reviews (1 day onsite per review)
• Up to five (5) days of Customer Success Advisory Enablement Sessions per 12-month period

Customers that want more days or an extended duration can purchase multiples of this service.

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

• Customer Success Plan & Value Scorecard
• Current State Assessment
• Product Adoption Assessment
• Education Skills Assessment

Completion Criteria: BMC will have completed these Consulting Services when the allotted period of time has been reached or when Customer has indicated they no longer need assistance, whichever occurs first.

Pre-requisites:

• The Customer has the selected products licensed and is currently under support.

Additional information:

• Estimated Duration: 12 months
• In-scope Products: BMC Helix Business Workflows, BMC Helix Capacity Optimization, BMC Helix Chatbot, BMC Helix Client Management, BMC, BMC Helix Digital Workplace, BMC Helix Discovery, BMC Helix ITSM, BMC Helix Knowledge Management by ComAround, BMC Helix Monitor, BMC Helix Optimize, BMC Helix Platform, BMC Helix Remediate, BMC Helix Vulnerability Management,Control-M, BMC Helix Control-M, BMC AMI AIOps, BMC AMI Cost & Capacity Management, BMC AMI Data for Db2, BMC AMI Data for IMS, BMC AMI DevOps, BMC AMI Operations, BMC AMI Security, BMC Compuware
• Service Type: Advisory & Planning
• Availability: Active
• Success Service Code: CMS_SERV_001
• Date Last Updated: 2/13/2024