DE Jobs
3 weeks ago
Job Family:
Customer Services
Req ID: 419389
Siemens Digital Industries Software is a leading provider of solutions for the design, simulation, and manufacture of products across many different industries.
Formula 1 cars, skyscrapers, ships, space exploration vehicles, and many of the objects we see in our daily lives are being conceived and manufactured using our Product Lifecycle Management (PLM) software.
About:
We are a leading global software company dedicated to the world of computer-aided design, 3D modeling, and simulationhelping innovative global manufacturers design better products, faster With the resources of a large company and the energy of a software start-up, we have fun together while creating a world-class software portfolio.
Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential.
Siemens is on a mission to fundamentally reinvent the way applications are created, by abstracting the process and enabling everyone who has a stake in an enterprises digital futurebusinesspeople and analysts, web developers, software engineers, even CEOsto meaningfully participate, thereby creating better applications faster.
Our goal is simply to create the future of software development.General Summary of the Job:
We are looking for a low-touch Customer Success Manager (CSM). Low-touch customers are midsize businesses.
You will play a crucial role in managing hundreds of customers through direct touch and by leveraging digital resources through a one-to-many approach.
As an early-stage member of our Low Touch Customer Success team, you will report to the Manager of Low-Touch CSMs.
You will work with them to help shape the vision for how Siemens nurtures its customers through a modern omnichannel communication strategy to help them achieve long-term business value using our cloud platforms.
The Customer Success Organization at Siemens Digital Industries Software (DI SW) supports software products that are offered on a subscription basis.
The Customer Success Organization directly impacts renewal rates and helps Siemens DI SW grow its profit margins and expand its market share.
Must Haves:
5 years of Customer Service Management experience with SMB-level customers
Willingness to work in shifts (AMS, EMEA, APAC)
Bachelors degree in computer science, business administration, or equivalent experience
Experience providing low-touch support and running upwards of 200 customers
Experience in a SaaS environment/with SaaS products
Validated customer management skills with complex accounts
Expert in communication
Guide in delivering customer value
Outstanding English skills
Pluses:
Experience or knowledge of Gainsight
Experience in CAD or PLM software
Master's degree in a related area
Proficiency in multiple languages
Responsibilities:
Low Touch approach
Handle a customer pool of 200 accounts
Deliver standardized onboarding experience for every account
Leverage modern communication tools for omnichannel communication
Keep customer records up to date in CRM/CS platform
Supervise and lead customer escalations
React promptly on customer requests
Build communication strategies to enable customers to identify and measure business value in a self-serve notion
Drive true value for customers
Ensure customers are adopting our products and realizing their value
Engage customers with adoption materials to help them onboard to our products and start realizing value
Conduct customer outreach and data analysis to identify accounts with low adoption and deploy strategies to get them back on track
Analyze quantitative and qualitative customer data and provide insights to improve Siemens products, services, and overall customer experience
Gain proficiency in multiple software products and develop a deep understanding of their business impact on customers
Use standard processes and findings from Tech Touch to drive improvements to the customer experience across the DI SW organization
Be an advocate for your customers
Provide feedback on the customer experience and solutions to improve the customer experience
Use standard processes to drive adoption and customer value and provide improvements based on customer experience
Help foster a culture of Customer Success by working cross-functionally with all teams involved in the customer journey
Drive alignment with other teams
Align with Sales on renewal and expansion strategy and focus on selling with retention in mind
Give feedback to Sales and Marketing on prospecting approach
Collaborate with Services & Support to deliver an outstanding customer experience
Exceed your metrics
Renewal and upsell measured by gross revenue within your portfolio
Product Adoption measured by product usage within your portfolio
Customer Happiness measured by CSAT & NPS
We are Siemens.
A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we encourage applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow
We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance, pension, private healthcare, and actively support working from home.
We are an equal opportunity employer and value diversity at our company.We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Transform the everyday#LI-PLM
#LI-Hybrid
#SaaS
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