As a Program Manager on BMC Helix’s CS Risk Programs team, you will lead strategic initiatives to identify, mitigate, and manage customer risk to drive retention and long‑term success. You will orchestrate cross‑functional programs such as Critical Situation (CritSits) and Heal Desk, ensuring alignment across Customer Success, Sales, Support, and Product teams, acting as the customers’ advocate and prioritizing complex challenges. This role requires a strong blend of program execution, customer advocacy, and operational rigor.

Key Responsibilities
- Own and scale initiatives like Critical Situation (CritSit) management and Heal Desk, ensuring timely resolution of customer risks and alignment with business goals.
- Lead structured risk reviews, develop mitigation strategies, and drive adoption of risk frameworks across the field.
- Deliver playbooks, training, and digital assets to empower field teams to act on risk signals with confidence and consistency.
- Manage dashboards and executive reporting on risk trends, mitigation progress, and renewal forecasts to inform leadership decisions.




- Collaborate with cross‑functional teams to analyze risk trends and influence strategic decisions, including product roadmap planning and team‑level initiatives.

Qualifications
- Proven experience (typically 6–8 years) in program management or risk operations.
- Strong cross‑functional leadership and stakeholder management skills.
- Ability to synthesize data into actionable insights and drive execution.
- Excellent communication and executive presence.
- Strong technical knowledge of enterprise software and SaaS systems, as well as experience leading internal and external rapid response to complex incidents.
- Experience with Gainsight, Salesforce, and risk analytics tools.
- Project management certification preferred.
- Experience with ITIL or ITIL certification preferred.

EEOC Statement

BMC Helix is committed to equal opportunity employment regardless of race, age, sex, cree

📌 Helix - Staff Project Mgr (Jalisco)
🏢 BMC Helix
📍 Jalisco