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Worked as Premier Support Engineer working with technical and management contacts from dedicated customers, understanding their Organization and roles.
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Went on Customer Site Visits to help the customer understand and achieve the best value from using BMC Remedy Products.
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Helped in Premier service renewals Built strong relationships, worked as customer advocate to ensure timely completion of their projects and deliverables.
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Participated in daily calls for any customer escalations and critical issues and worked as a team to guide successful completion of agenda items.
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Gained highest customer satisfaction consistently. Maintained Customer mockup labs and in-house installations to be able to reproduce customer issues and worked with BMC engineering and other support teams to help get the customer timely resolution to their reported issues.
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Recommended Best Practices, Documented Root Cause Analysis and all activity notes in issues reported. Contributed to knowledge Base and mentored other team members, Shared knowledge by presenting in team meetings and provided case updates, insights and information/reports needed by management.
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Communicated well by analyzing and translating technical concepts into business terms and also mapping business requirements into expected customer outcomes. Learned new features in upcoming releases in BMC Products, by keeping aware of the Products roadmap, learnt new tools and technologies in order to help the Business and Customers.
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Facilitated communication between customers and BMC Product management when needed.
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Conducted Health Checks and provided Health check documents to help Premier customers keep their environments in check.
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Worked with Professional services contacts as a team to ensure any hurdles in timely completion of the projects are handled efficiently and in a timely manner.
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Worked with Sales team and Account Managers to help maintain highest level of satisfaction for the Premier Service Offering.