Manager, Customer Success Management

1 month ago

gurugram, India Siemens Industry Software (India) Private Limited Full time

Siemens Digital Industries Software is aleading provider of solutions for the design, simulation, and manufacture ofproducts across many different industries. Formula 1 cars, skyscrapers, ships,space exploration vehicles, and many of the objects we see in our daily livesare being conceived and manufactured using our Product Lifecycle Management(PLM) software.

We are a leading global software companydedicated to the world of computer aided design, 3D modeling and simulation—helping innovative global manufacturers craft better products, faster With theresources of a large company, and the energy of a software start-up, we havefun together while crafting 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 built, 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 crafting better applications faster. Our goalis simply to build the future of software development.

General Summary of the Job:

We are looking for a manager for a new teamof low-touch Customer Success Managers (CSMs). Low-touch customers are midsizebusinesses. You will play a crucial role in building a hard-working team oflow-touch CSMs, as well as handling hundreds of your own customers throughdirect touch and by leveraging digital resources through a one-to-manyapproach. As an early-stage member of our Low Touch Customer Success team, youwill help shape the vision for how Siemens nurtures its customers through amodern omnichannel communication strategy to help them achieve long-termbusiness value using our cloud 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 Have:

5+ years of Customer Success Management experience with SMB-level customers Leadership experience as a lead or manager overseeing multiple CSMs Bachelor’s / master’s degree in computer science, business administration or equivalent experience Experience providing low-touch support and managing up to 200 customers Experience in a SaaS environment/with SaaS products Proven customer leadership skills with sophisticated accounts Expert in communication Expert in delivering customer value Outstanding English skills

Plus:

Experience or knowledge of Gainsight Experience in CAD or PLM Software Fluency in multiple languages

Responsibilities:

Team Management, Leading a team of Customer Success Managers working in shifts Delivering guidance and coaching for the team Building a reporting channel to showcase Low Touch customer results Optimize customer journey Engage with customers and your direct reports to provide coaching and ensure positive outcomes Find opportunities for continuous improvement Drive true value for customers Be an expert on best practices in change management Promote the Challenger approach amongst your team members Find ways for CSMs to understand our customers’ objectives and become a trusted right-hand advisor Determine how to define, drive, and demonstrate the value (ROI) delivered Low Touch approach Help build and continuously improve the Low Touch processes Represent the Low Touch team in Management meetings Leverage modern communication tools for omnichannel communication Deliver an outstanding onboarding experience to every customer Deliver requirements for a self-solve customer success approach 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 Define CSM involvement during sales cycle Collaborate with Services & Support to deliver outstanding customer experience Own metrics for your team NRR, GRR, Expansion, Adoption metrics and NPS Recruit and mentor an outstanding team Build a pipeline of great candidates Establish a rigorous interview process Set expectations on performance and give feedback Handle out underperformers. Leverage exiting training and mentoring to grow team

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 tomorrow

We 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

#LI-PLM

#LI-Hybrid

#SaaS


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