BMC Helix Access to a Premium Customer Success Manager

What you get:

BMC Helix will perform the following:

• Prepare a Customer Success Plan (CSP) to document and track goals, objectives and how success will be measured. The CSM will also construct a Value Scorecard with identified success criteria and targets to show how progress is being tracked. 
• Conduct one remote business review meeting during the duration of the service which consists of a two-way overview of progress made against the CSP, the performance of the applicable licensed Helix solution(s), and the overall Customer / BMC Helix relationship.
• Conduct regularly scheduled remote status reviews where the CSM and Customer meet to review progress against planned activities and address any matters in relation to progress against the CSP.
• Prepare one Current State Assessment (CSA) with Customer to identify areas of improvement against the BMC Helix maturity framework, including adoption and utilization challenges. 
• Conduct up to two Customer Success Advisory Enablement Sessions. Enablement sessions could include transition plans, workshops and/or product adoption assessments. 
• Conduct up to two Product Roadmap Workshops highlighting BMC Helix product(s) release updates (as available). 
• Prepare one Education Skills Assessment to analyze Customer skills and report on education skills gaps.

Deliverables: Using BMC Helix’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 Report
• Product Adoption Assessment Report
• Education Skills Assessment Report

Completion Criteria: BMC Helix 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:

• Access to a Premium Customer Success Manager of up to 20 days is not consecutive days, but an average of 1 day per week across a 6-month subscription period.
• The Service is available for BMC Helix software-as-a-service and BMC Helix on-premise software products the Customer has licensed and is currently under support.
• Customers that want more days or an extended duration can purchase multiples of this service.  
• The Customer and Customer Success Manager will agree on the precise dates and time of when the CSM would work with Customer. Standard CSM operating hours are 8:30am to 5:30pm, Monday to Friday, in the time zone where Customer is located.
• Estimated Duration: 6 months
• In-scope Products: BMC Helix Business Workflows, BMC Helix Capacity Optimization, BMC Helix Chatbot, BMC Helix Client Management, BMC Helix Cloud Security, 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
• Service Type: Technical Assistance & Operations
• Availability: Active
• Success Service Code: CSM_SERV_002
• Date Last Updated: 06/13/2025