Low Touch Customer Success Management Analyst

1 week ago

Pune, Maharashtra, India Siemens Industry Software (India) Private Limited Full time

Siemens Digital Industries Software is a leading provider of solutions for the design, simulation, and manufacture of products across various industries. From Formula 1 cars to skyscrapers, our Product Lifecycle Management (PLM) software is instrumental in crafting objects we see daily.

Overview:

As a prominent global software company specializing in computer-aided design, 3D modeling, and simulation, we assist innovative manufacturers in creating superior products swiftly. With the dynamism of a startup and the resources of a large corporation, we enjoy crafting a top-notch software portfolio together. Our culture fosters innovation, embraces fresh perspectives, and centers on growth to empower our team, business, and customers.

Siemens is committed to revolutionizing application development by simplifying the process to engage stakeholders—ranging from business professionals to CEOs—in creating superior applications efficiently. Our vision is to drive the future of software development.

General Summary of the Job:

We seek a Low-Touch Customer Success Management Analyst to establish and maintain a reporting framework for our global SaaS Customer Success Management (CSM) team at Siemens Digital Industries Software. This role involves supporting the global Customer Success team in reporting on relevant KPIs, designing a reporting structure to assess the CSM team's performance, managing assignments, and constructing reports & dashboards.

The Customer Success Organization at Siemens Digital Industries Software (DI SW) plays a pivotal role in the success of subscription-based software products, directly influencing renewal rates to enhance Siemens DI SW's profitability and market share.

Must Haves:

  • Bachelor's degree in business administration, economics, or computer science
  • 5 or more years of experience in business analytics or finance
  • Availability to work overlapping hours with the US East Coast
  • Proficient in analytics, business management, communication, and presentation
  • Experience in Software as a Service (SaaS)
  • Strong skills in Microsoft Office, particularly Excel and PowerPoint, with familiarity in SharePoint
  • Strong commitment to change management and data-driven decision-making
  • Effective presentation skills, both verbal and technical
  • Familiarity with Salesforce, Tableau, PowerBI, and SAP

Pluses:

  • Master's degree in business administration, economics, or computer science
  • Proven track record in business analytics projects
  • Experience in a diverse global work environment
  • History of leading cross-functional teams
  • Proficiency in Salesforce, Tableau, PowerBI, and SAP
  • Background in Customer Success

Responsibilities:

  • Establishing Customer Success Management (CSM) KPIs
  • Integrating key metrics into CRM systems like Salesforce and Gainsight
  • Developing a reporting structure for CSM performance and business outcomes
  • Aligning efforts across operations, finance, and CSM teams
  • Generating business-focused reports and dashboards in CRM and Gainsight
  • Collaborating with Customer Success Managers to identify customer data patterns for informed strategies
  • Spotting opportunities for enhancing customer retention initiatives
  • Identifying customer and industry trends to refine strategies and processes
  • Aiding in budget modeling for staffing needs and financial requests
  • Devising a performance reporting system for global Customer Success Management (CSM) operations
  • Creating a financial reporting structure connecting individual systems to measure defined KPIs globally
  • Establishing a standardized segmentation and reporting approach for the SaaS portfolio, focusing on Churn, Retention, regional targets, and ROI
  • Developing a budgeting model based on revenue predictions

We are Siemens. A community of over 377,000 individuals shaping the future across 200 countries. Committed to diversity, we value applications representing the varied communities we engage with. Our employment decisions are merit-based and driven by qualifications and business requirements. Join us with your inquisitiveness and creativity to influence tomorrow.

We provide a competitive salary, bonus structure, generous holidays, pension, private healthcare, and endorse remote work.

We are an equal opportunity employer advocating diversity, devoid of discrimination based on race, religion, nationality, gender, age, marital status, veteran status, or disability.

Transform the everyday

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