Role Description At Sun Coast Sciences, we're looking for a Customer Happiness Resource Specialist to help maintain the health, effectiveness, and efficiency of our Customer Happiness operations. This is not a traditional customer service position. Instead, this role serves as a real-time operational resource focused on: - Monitoring support channels - Maintaining workflow flow - Supporting AI quality - Identifying operational issues - Helping leadership maintain visibility into Customer Happiness performance Responsibilities - Monitor Customer Happiness Operations: - Monitor customer support queues, communication channels, agent activity, and workflow performance. - Identify issues, spot bottlenecks, escalate concerns when necessary, and maintain operational accountability. - Support AI & Automation Quality: - Monitor AI-assisted customer interactions and identify hallucinations, broken workflows, and inaccurate responses. - Ensure concerns are escalated through the appropriate channels. - Expand knowledge of AI systems, workflow automation, and customer experience technology. - Investigate Operational Issues: - Identify recurring issues and investigate root causes. - Uncover opportunities to improve workflows, communication, customer experience, and operational efficiency. - Use systems, operational data, cloud-based reporting tools, and AI-assisted analysis to identify patterns. - Help Keep Customer Happiness Running Smoothly: - Work closely with leadership, managers, and frontline teams to maintain visibility into queue health and workflow effectiveness. - Support faster response times, improved workflows, and a better customer experience through observations and recommendations. Qualifications - Enjoy solving problems and investigating issues - Naturally notice patterns and inconsistencies - Like understanding how systems, workflows, and technology interact - Highly organized and detail-oriented - Enjoy monitoring and improving operational processes - Comfortable working across multiple systems simultaneously - Curious about AI, automation, and emerging technologies - Prefer making decisions based on facts, observations, and evidence - Enjoy finding opportunities to make things work better Preferred Experience - Customer support operations - Workforce management or real-time monitoring - Quality assurance - Workflow analysis - AI-assisted support tools - Automation platforms - Contact center operations - Cloud-based reporting tools and operational dashboards - Experience with Gladly, AI tools, workflow automation, or customer experience technologies is a plus. Schedule Full-Time | 40 Hours Per Week

Title: Mainframe Customer Success Specialist Location: United States Job Description: Basic Information Job Name Sr Customer Success Specialist - USA Country United States State NA Date Published 04-Jun-2026 Job ID 47058 Travel up to 25% Additional Locations Detroit - Michigan, Houston - Texas, San Francisco - California, New York - New York, Washington - DC This role can be based remotely in United States Description and Requirements CareerArc Code CA-PF Remote: #LI-Remote BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world's largest organizations so they can seize a competitive advantage. Customer Success brings the transcendent customer experience to life by enabling customers to achieve the value and impact of their BMC investments. Customer Success accelerates value realization through core business outcomes and product adoption, mitigating risk, cultivating relationships, removing friction, and improving customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! Responsibilities: - Become the post-sales customer success leader for your assigned accounts and provide them with a deliverable Success Blueprint in combination with exceptional customer management experience at the executive and technical level. - Build and deliver tailored Success Blueprint aligned to customers' business goals and provide customized usage/adoption recommendations, risk identification, mitigation, and governance advice. - Be responsible for driving customer adoption and success. - Serve as an escalation point for customer issues impacting their success to drive risk mitigation. - Able to maintain cross-functional relationships account system (Sales, Services, Engineering, Marketing, Product Management, and support) with the goal of owning the post-sale strategy and customer satisfaction. - As a BMC employee, use the opportunity to learn, be included in global projects, challenge yourself and be the innovator in solving everyday problems. Requirements: - Excellent communication skills (verbal & written) in English and Spanish, along with strong customer handling skills. - Proven consulting, problem-solving, analytical, organizational, and time management skills with the ability to handle multiple tasks concurrently. - Expertise and experience dealing with large, complicated, political accounts at senior IT and business levels, preferably with recent direct hands-on executive experience. - Prior experience in cross‑functional alignment with Sales, Pre-sales, Services, Engineering, Support, and Product teams is preferred. - Prior experience with in-depth and wide-scale diverse portfolio engagements including leading and facilitating executive meetings and workshops. - Ability to learn and effectively utilize Customer Support tools/resources and inquisitiveness to learn new products and ideas. - 10+ years of deep expertise in z/OS systems, BMC/competitor Mainframe Tools/Utilities (such as Operations, Development, DB2, and Security). - Understanding of customer challenges in large mainframe environment and the ability to address them. - Good understanding of cloud technologies. - BS degree in Computer Science or related technical field OR equivalent experience. #LI-Remote Our commitment to you! BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU! If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page. BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process. The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits. At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $114,525 - $190,875 Min salary 114,525 Mid point salary 152,700 Max salary 190,875 Min Salary - NEW 114,525 Max Salary - NEW 190,875 - Go back

Role Description The Service Contract & Renewal Specialist is primarily responsible for providing pre-sales and renewal support, such as asset verification, pricing, and contract generation for Third Party service offerings. The role serves as a liaison between Sales, Engineering, Administration, and Carousel customers to deliver Carousel’s Customer Success Obsessed approach. - Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates. - Manages Sales Force Opportunity queue to ensure SLAs and quality metrics are consistently met. - Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities. - Stays up to date with correct stage listed for status for each opportunity and enters notes where appropriate so all parties involved know current status. - Processes signed contracts and purchase orders when obtained. - Closes opportunities confirming all pricing is accurate and all applicable documents are in the deal summary. - Conducts complex account, contract, and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals. - Obtains maintenance pricing that follows NWN and partner negotiated discounts. - Engages directly with manufacturers to obtain competitive pricing when applicable. - Generates pre-sales and renewal contracts for maintenance and/or service offers. - Drives the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner. - Escalates issues when necessary. - Ensures on-time closure of maintenance agreements. - Serves as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis. - Achieves sales objectives, productivity requirements, and other key performance indicators as determined by sales management. Qualifications - Bachelor's degree or equivalent combination of education and work experience. Required - Previous work experience in a communications or business environment for a minimum of one year. Required - Excellent verbal and written communication skills. - Strong organizational and time management skills. - The ability to work independently and under pressure. - Strong working knowledge of Microsoft Office Suite, especially Excel, Word, and Outlook. - Ability to manage multiple projects with competing priorities and deadlines. - Excellent troubleshooting skills and technology savvy with strong PC knowledge. - Knowledge of Cisco services required. Benefits - Comprehensive benefits package including medical, dental, and vision plans. - Health Savings Account (HSA) and Flexible Spending Accounts (FSAs). - Income protection through disability and life insurance. - 401(k) with company match. - Unlimited PTO and paid company holidays. - Hybrid/remote work options. - Paid bonding leave for eligible employees. - Employee discounts and access to Employee Assistance Program (EAP). - Additional offerings including accident, critical illness, long-term care, and hospital indemnity coverages. - Legal and identity theft protection, pet insurance, supplemental life insurances. - Referral bonuses and charitable donation matching. - Allowances for eligible roles.

Role Description We are seeking a dedicated Customer Service Escalation Specialist to join our team. This role involves managing escalated and complex customer matters received through phone calls, emails, and processing requests. The ideal candidate will possess strong problem-solving and troubleshooting skills, as the position requires making decisions beyond standard guidelines. Please note this role is not part of the New Business/Renewal Underwriting Department. Essential Functions - Handle escalated phone calls referred by the front-line customer service team - Research and make decisions on escalated endorsements - Assess and determine reinstatement for policies canceled due to non-payment - Respond to and triage emails from internal departments, making appropriate decisions - Provide written responses to customer questions and concerns - Assist in conducting quality reviews of customer service calls and related transactions - Identify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experience - Identify opportunities for system improvements and provide actionable recommendations - Offer support during catastrophic weather events as needed - Perform other duties and projects as assigned Qualifications - Valid Florida Insurance License (2-20 or 20-44) - High school diploma is required; college education is preferred - Minimum of 5 years of current experience in Florida homeowners insurance, either in an agency or underwriting setting - Bilingual in English and Spanish is preferred - Experience or education in training and procedural documentation is a plus Essential Skills - Advanced knowledge of Florida homeowners coverage, industry challenges, and basic underwriting practices - Strong analytical and critical thinking skills with the ability to think strategically - Exceptional attention to detail, particularly in complex or sensitive cases - Proven ability to collaborate effectively across teams to resolve high-priority issues - Excellent time management skills and the ability to adapt to changing priorities - Strong work ethic and discipline, especially while working remotely - Outstanding written communication skills, including excellent editing and proofreading abilities for professional correspondence - Excellent oral and interpersonal communication skills, maintaining professionalism under stress and effectively engaging with various audiences - Ability to demonstrate empathy while remaining objective - A proactive mindset with a “can do” attitude - Advanced proficiency in Microsoft Office, particularly Excel and Word Requirements - Must reside in the State of Florida for this position - Schedule of 11AM - 8PM ET + shift differential Equal Employment Opportunity WRM is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities. Notice to Third Party Agencies WRM does not accept unsolicited resumes from third party recruiting firms. Absent a signed Service Agreement by WRM’s Human Resources Department, WRM reserves the right to pursue and hire these candidates without financial obligation to recruiters or agencies.