Customer Success Manager
2 weeks ago
About:
We are a leading global software companydedicated to the world of computer aided design, 3D modeling and simulation—helping innovative global manufacturers design better products, faster Withthe resources of a large company, and the energy of a software start-up, wehave fun together while creating a world class software portfolio. Our cultureencourages creativity, welcomes fresh thinking, and focuses on growth, so ourpeople, our business, and our customers can achieve their full potential.Siemens is on a mission to fundamentallyreinvent the way applications are created, by abstracting the process andenabling everyone who has a stake in an enterprise’s digital future —businesspeople and analysts, web developers, software engineers, even CEOs — tomeaningfully participate, thereby creating better applications faster. Our goalis simply to create the future of software development.
General Summary of the Job:
We are looking for a low-touch CustomerSuccess Manager (CSM). Low-touch customers are midsize businesses. You willplay a crucial role in managing hundreds of customers through direct touch andby leveraging digital resources through a one-to-many approach. As anearly-stage member of our Low Touch Customer Success team, you will report tothe Manager of Low-Touch CSMs. You will work with them to help shape the visionfor how Siemens nurtures its customers through a modern omnichannelcommunication strategy to help them achieve long-term business value using ourcloud platforms.The Customer Success Organization atSiemens Digital Industries Software (DI SW) supports software products that areoffered on a subscription basis. The Customer Success Organization directlyimpacts renewal rates and helps Siemens DI SW grow its profit margins andexpand its market share.
Must Haves:
5+ years of Customer Service Management experience with SMB-level customersWillingness to work in shifts (AMS, EMEA, APAC)Bachelor’s degree in computer science, business administration, or equivalent experienceExperience providing low-touch support and running upwards of 200 customersExperience in a SaaS environment/with SaaS productsValidated customer management skills with complex accountsExpert in communicationGuide in delivering customer valueOutstanding English skills
Pluses:
Experience or knowledge of GainsightExperience in CAD or PLM softwareMasters degree in related areaProficiency in multiple languages
Responsibilities:
Low Touch approachHandle a customer pool of ~200 accountsDeliver standardized onboarding experience for every accountLeverage modern communication tools for omnichannel communicationKeep customer records up to date in CRM/CS platformSupervise and lead customer escalationsReact promptly on customer requestsBuild communication strategies to enable customers to identify and measure business value in a self-serve notionDrive true value for customersEnsure customers are adopting our products and realizing their valueEngage customers with adoption materials to help them onboard to our products and start realizing valueConduct customer outreach and data analysis to identify accounts with low adoption and deploy strategies to get them back on trackAnalyze quantitative and qualitative customer data and provide insights to improve Siemens’ products, services, and overall customer experienceGain proficiency in multiple software products and develop a deep understanding of their business impact to customersUse your standard processes and findings from Tech Touch to drive improvements to the customer experience across the DI SW organizationBe an advocate for your customersProvide feedback on the customer experience and solutions to improve the customer experienceUse our standard processes to drive adoption and customer value and provide improvements based on customer experienceHelp foster culture of Customer Success through working cross functionally with all teams who are part of the customer journeyDrive alignment with other teamsAlign with Sales on renewal and expansion strategy and focus on selling with retention in mindGive feedback to Sales and Marketing on prospecting approachCollaborate with Services & Support to deliver outstanding customer experienceExceed your metricsRenewal and upsell measured by gross revenue within your portfolioProduct Adoption measured by product usage within your portfolioCustomer Happiness measured by CSAT & NPS
We are Siemens.
A collection of over 377,000 minds buildingthe future, one day at a time in over 200 countries. We're dedicated toequality, and we encourage applications that reflect the diversity of thecommunities we work in. All employment decisions at Siemens are based onqualifications, merit, and business need. Bring your curiosity and creativityand help us shape tomorrowWe offer a comprehensive reward packagewhich includes a competitive basic salary, bonus scheme, generous holidayallowance, pension, private healthcare and actively support working from home.We are an equal opportunity employer andvalue diversity at our company. We do not discriminate on the basis of race,religion, colour, national origin, sex, gender, gender expression, sexualorientation, age, marital status, veteran status, or disability status.
Transform the everyday
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#LI-Hybrid
#SaaS
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