Lead Customer Success Operations Analyst

BMC Software
Houston, TX
30+ days ago
BMC Software
BMC Software

Job Description

Basic Information


United States





Date Published


Job ID


Travel Amount

up to 10%

Description and Requirements

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

We are currently looking for a Lead Customer Success Operations Analyst to join our team!

What you get to do everyday:
  • Manage end to end SDLC on OpenAir projects and related cross functional initiatives that encompass requirements gathering, design, development, QA, UAT and production deployment.
  • Configure and deploy Gainsight improvements (including system configuration, providing assistance with external integrations, reports, dashboards, workflows, and necessary training) in partnership with the business needs identified by the organization.
  • Serve as a liaison with several entities such as Operations, Customer Success, Consulting, Accounting, Finance, Contracts, HR, and Shared Services in an effort to leverage software to solve business problems.
  • Develop process documentation and maintain Openair/Gainsight Guidelines wiki page
  • Provide onboarding training and support for new users / user groups using the platforms.
  • Establish and maintain repeatable process for integrating new business areas into the platform.
  • Design and lead a Openair & Gainsight Governance model to ensure awareness and alignment on strategic configuration changes, release notes, and introduction of new data sources
  • Collaborate with senior leaders on the design of platform-driven business rules that analyze projects, customer data and trigger actions for the broader teams to proactively engage.
  • Develop a keen understanding of the organization's sources of risk, as well as positive trends, and effectively report on both.
  • Oversee activity, prioritization and performance development of the Openair & Gainsight platform admins.
  • Assisting with data collection and analysis, initiative tracking and updates, integration with SFDC & Analytics, and other Operations activities not specific to Openair or Gainsight.

Experience and skills that will help you succeed:
  • Excellent verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams
  • Bachelor’s degree and 3+ years of professional experience in related area
  • Experience in business optimization, problem-solving, or strategic solution roles with progressive responsibility, preferably within the software industry
  • Intermediate to advanced knowledge of Openair NetSuite, Gainsight, Financial Force, Salesforce, Oracle CRM, Marketo, SAP CRM, Apttus, Professional Services Automation
  • Intermediate to advanced knowledge of UML, Viso, Rational, SSADM, Visual Studio, .Net Framework, API usage


From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.



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