The Director of Content and Knowledge Management owns the global content for BMC's pre sales organization.
The ideal candidate will have the following capabilities:
· Be familiar with PreSales content requirements, communication needs, and identify ways to address improvement opportunities
· Understand BMC products and PreSales focus and determine the optimal message to respond to customer demands/needs/requests
· Work across BMC (BU, Sales, Marketing, Tech Marketing, etc.) at senior levels to determine the optimal way for us to drive our message forward
· Take identified message and place it into our PreSales deliverables or create new communication channels for delivery
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· Ascertain global content needs and execute strategy to create, scale, innovate, and collaborate with senior members of the company.
· Identify content requirements, (such as industry data, use cases, best practices) and process to collect data that can be shared across the organization.
· Lead/Align industry, product, and value Communities of Practice globally as a foundation to share best practices and scale.
· Work with Sales, Marketing, and Business Units to define an agreed upon message that can be used to educate our internal team while also leveraged externally.
· Convert BMC solution overviews and marketing collateral into succinct customer collateral leveraged by the PreSales organization.
· Support field enablement and account teams in the creation of customer content.
· Coordinate with the PreSales Best Practice Center and Knowledge Management expert on how to incorporate new and refined messaging into on-going efforts, and to help communicate our value based message.
· Create reporting mechanism for all content usage.
· Work with global enablement team to create and drive enablement of all key tools, content creation, and usage of both in the field.
· Design, implement and manage the customer experience in a disciplined way.
· Develop best practices for evaluating customer analytics to gain insight into the full customer experience ecosystem.
Qualifications
Position Requirements
· Ability to deliver detailed presentations to customers on BMC products and solutions.
· Experience performing high-level briefings and presentations to customers as required.
· Ability to assume ownership of any customer satisfaction issues within the region.
· Experience in filtering and promoting customer problems/requirements to Critical Situation status as appropriate.
· Ability to interact with BU management to drive customer product issues (e.g., fixes, product enhancements), as well as building strong relationships across the organization.
· Ability to act as a SME in regards to engaging in customer opportunities and sharing best practices.
· Experience with creating scalable value management methodology and the associated processes.
· Problem-solving with a focus on ownership of issues that leads to results.
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