Eduarda Camancho

Inspirational Woman: Eduarda Camacho | Senior Vice President, Customer Success & Chief Customer Officer, BMC

Eduarda CamanchoEduarda Camacho is Senior Vice President of Customer Success and Chief Customer Officer at BMC.

At BMC, Eduarda is responsible for an impactful customer success and service function, while also serving as the chief customer advocate within the organisation.

With more than 25 years of leadership in customer-oriented roles, she has an extensive background in presales, partnerships and alliances, professional services, and customer success organisations.

A native of Portugal, Eduarda has lived all over the world, in countries such as Japan, Spain, and Germany. She is passionate about embracing a global mindset along with growing global talent, and regularly honours the mentors, sponsors, and coaches who have helped her on her path.

Tell us a bit about yourself, background and your current role

I am a native of Portugal, but I currently reside in Boston, Massachusetts. I’ve lived in Japan, Germany, and Spain, and my first time living in the US was about four years ago.

I have more than 24 years of leadership experience in customer-centric roles and experience leading and being on teams within presales, partnerships and alliances, professional services, and customer success organisations. I’m passionate about embracing a global mindset, growing global talent, and always learning.

Currently, at BMC Software, I am the chief customer officer (CCO) and senior vice president (SVP) of customer success. Together, with my team, I lead a customer success function dedicated to bringing the Transcendent Customer Experience to life, while simultaneously serving as the chief advocate for customers within BMC.

I am engaged with several organisations and industry associations that support the development and excellence of customer success teams. In addition, I am an avid supporter of initiatives that elevate talent in the organisation.

Did you ever sit down and plan your career?

I have made non-linear career choices throughout my career. Originally, I wanted to be a journalist and I was inspired by an investigative journalism magazine that told great and inspirational stories about what was happening in the world, and history, and with people. In hindsight, I romanticised the role, but that is what I wanted to do!

It was also typical in Portugal that, before college, you completed an internship and started working before attending university. I started working as an intern, where I met the head of an engineering department who became my mentor. I had no experience with computers, but I learned how to work with sophisticated technology. It’s not something I thought I would have ever pursued.

I also worked as a freelance journalist for a business magazine. Since I was in tech and using CAD software, PTC – the computer software and services company – reached out to me about presales engineer role. That’s how I joined the world of software companies. I never intended to be in the technology industry, and I’ve been here almost 25 years.

While I started my presales role demonstrating products, I became more interested in the people and management side of the business. I wasn’t satisfied having a narrow and prescribed focus. Presales was great, but I cared about what happened to customers after the sale, too.

The first few years of my career, it was important to get experience in various aspects of the business, from pre- to post-sales. I just wanted to learn more in my journey. Each role that I took, whether it was managing people or more technical, paved the way for the next opportunity.

There is no pre-determined path in life—you make your own path. You do so by walking, taking steps every day on your journey. However, that doesn’t mean that you’re not deliberate in your development. I like what I do every day, and I strive to be better every day.

Have you faced any challenges along the way?

The biggest challenge and moment of learning in my career was when I had leaders or direct managers who tried to put me in a box. It happened two or three times in my career, and I either changed roles internally or left the organisation.

I like to see things end-to-end, to understand, and to find new solutions to unmet needs. Most importantly, I like to do that as part of an inclusive team that represents different perspectives and ways of thinking. When someone has felt insecure about that, they’ve tried to “put me in a box,” which, they claim, is to protect me. That signals to me it’s time to move on. Dealing with bias, either unconscious or conscious in the workplace, has been a deal breaker for me.

What has been your biggest achievement to date?

I’m most proud to look back and see all the people I impacted in positive way and see them thrive. Whether they were on my team, or I had a mentoring/coaching relationship with them, I was able to have an impact on their growth.

I also love working around organisational transformation and with teams that lead transformation. Leading teams and seeing where they were and where they are now and knowing you have an impact makes me unbelievably proud.

What one thing do you believe has been a major factor in you achieving success?

In whatever role you have, you hold a great deal of responsibility. Being able to delegate has helped me maintain balance and not get overwhelmed. You have a responsibility to yourself and others to know when you need to do that.

How do you feel about mentoring? Have you mentored anyone or are you someone’s mentee?

Mentoring is critical to development, and it goes both ways. You can mentor, and be mentored in return by your mentee. I grew up in a house where women were always the head of the house and were role models. They managed the home and worked at the same time. By watching my female family members, I learned how to balance family life, how to be a woman, a daughter, a wife, and a professional. Seeking out mentorship is essential, especially if you’re looking to grow and evolve. It’s also important for you to become a mentor and give back to others and hopefully learn something, too!

If you could change one thing to accelerate the pace of change for Gender Equality, what would it be?

If I could change one thing to accelerate the pace of change for Gender Equality, it would be to focus on your personal development. Do a lot of work developing your emotional intelligence, as it’s key to being an inclusive and relevant leader. Work on your emotional intelligence as much as you work on your physical health.

 If you could give one piece of advice to your younger self, what would it be?

If I could give one piece of advice to my younger self, it would be to ask for help—the resources, professional development, and mentorships—to be better. I was very determined to learn things by myself and fight my way through my career. Asking for help is an easier and more effective way to grow and learn. My career accelerated once I started doing that. Now, I have no problem seeking assistance. I articulate what I need and that usually yields good results. You might be surprised by how many people are willing to help if you just ask!

What is your next challenge and what are you hoping to achieve in the future?

In my next challenge, I’m looking to learn new things and be a part of the transformation that’s taking place at BMC. There are complexities within our portfolio and business models, and our customers need us to put them at the centre of everything we do. I’m excited to be on a team that has the vision and foresight to help BMC transform and get to the next level for our employees and customers.