Low Touch Customer Success Management Analyst

1 month ago

Pune, 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.

Overview:

area leading global software company dedicated to the world of computer aideddesign, 3D modelling and simulation— helping innovative global manufacturerscraft better products, faster With the resources of a large company, and theenergy of a software start-up, we have fun together while crafting a worldclass software portfolio. Our culture encourages creativity, welcomes freshthinking, and focuses on growth, so our people, our business, and our customerscan 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 Management Analyst. You are responsible for developing and maintaininga reporting framework for our global SaaS Customer Success Management (CSM)team across Siemens Digital Industries Software. This role will be supportingthe global Customer Success team to report on Customer Success relevant KPIs.In addition, you will design a reporting structure to measure the performanceof the global CSM team, manage assignments, and build reports & dashboards.

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:

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 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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