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Low Touch Customer Success Management Analyst

4 months ago

Pune, Maharashtra, India Siemens Digital Industries Software Full time

Job Family: Strategy

Req ID: 419401

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.

Overview:

are a leading global software company dedicated to the world of computer aided design, 3D modelling and simulation— helping innovative global manufacturers craft better products, faster With the resources of a large company, and the energy of a software start-up, we have fun together while crafting 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 enterprise's digital future — businesspeople and analysts, web developers, software engineers, even CEOs — to 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 Management Analyst. You are responsible for developing and maintaining a reporting framework for our global SaaS Customer Success Management (CSM) team across Siemens Digital Industries Software. This role will be supporting the global Customer Success team to report on Customer Success relevant KPIs. In addition, you will design a reporting structure to measure the performance of the global CSM team, manage assignments, and build reports & dashboards.

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:

  • Bachelor's degree in business administration, economics or computer science
  • 5 or more years in business analytics or finance related role
  • Willingness to work hours that overlap US east coast
  • Exceptional analytics, business management, communication and presentation skills
  • Experience in Software as a Service (SaaS)
  • Outstanding Microsoft Office skills, especially in Excel and PowerPoint, and experience with SharePoint
  • Exceptional work ethic toward change management and data-driven business decisions
  • Sophisticated presentation skills both verbally and technically
  • Knowledge of Salesforce, Tableau, PowerBI and SAP

Pluses:

  • Master's degree in business administration, economics or computer science
  • Proven record of business analytics projects
  • Proven experience in working in a multidisciplinary global environment
  • Track of record leading cross-functional teams
  • Expert in Salesforce, Tableau, PowerBI and SAP
  • Experience in Customer Success

Responsibilities:

  • Operationalizing Customer Success Management (CSM) KPIs
  • Implementing key indicators into CRM systems, including Salesforce and Gainsight
  • Building a reporting structure for CSM performance and business results
  • Bridging the efforts between our operations, financial and CSM teams
  • Generating business-relevant reports and dashboards inside of our CRM and Gainsight
  • Working with Customer Success Managers to identify patterns in customer data and using those patterns to inform success strategies
  • Identifying opportunities and areas of improvement in terms of customer retention initiatives
  • Identifying trends in customers and industries to help determine improvements to strategies and processes
  • Supporting in budget modeling to determine hiring needs and budget requests
  • Planning, strategizing and implementing a Customer Success Management (CSM) performance reporting system to successfully operate the global Customer Success Management team
  • Developing financial reporting structure that connects individual reporting systems to measure defined KPIs across the entire global portfolio
  • Developing a common segmentation and reporting standard across the SaaS portfolio focusing on Churn, Retention, regional targets and return of investment (ROI) of the organization
  • Building a business model for budget planning based on revenue forecasting

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, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Transform the everyday

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