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 modelling and simulation—
helping 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 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.
Senior Customer Success Manager - EnterpriseGeneral Summary of the Job: We are seeking a highly experienced Senior Customer Success Manager
with 12-15 years of total work experience. This role requires managing top-tier
customers, engaging with C-suite executives, and creating comprehensive
customer success plans. As a Senior CSM, you will play a pivotal role in
ensuring our enterprise customers achieve long-term business value using our
cloud platforms.
The Customer Success Organization at
Siemens Digital Industries Software (DI SW) supports software products 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 Have:
- Proven record of managing top customers and engaging with C-suite executives
- Experience in creating and driving customer success plans
- Bachelor's degree in computer science, business administration, or equivalent experience
- Experience in a SaaS environment/with SaaS products
- Outstanding executive-level communication, presentation, and interpersonal skills
- Proven customer leadership skills with sophisticated accounts
- Proven track record of collaborating with cross functional teams
- Expert in delivering customer value
- Outstanding English skills
Plus:
- Experience or knowledge of Gainsight & Salesforce
- Experience in managing CAD or PLM software is added advantage
- Background in the automobile/ manufacturing industry is added advantage
Responsibilities:
- Manage a portfolio of top enterprise accounts, ensuring customer success and satisfaction
- Develop and implement comprehensive customer success plans
- Serve as a trusted advisor to C-suite executives and key stakeholders
- Deliver a standardized onboarding experience for every account
- Leverage modern communication tools for omnichannel communication
- Maintain up-to-date customer records in CRM/CS platforms
- Supervise and manage customer escalations, responding promptly to customer requests
- Build communication strategies to help customers identify and measure business value
- Deliver regular updates to Customer Success Director
- Drive true value for customers, ensuring they adopt our products and realize their full potential
- Act as a challenger to our customers, encouraging them to stay focused on delivering business value
- Deeply understand customer objectives and determine how to define, drive, and demonstrate the value (ROI) delivered
- 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 digital thread and develop a deep understanding of their business impact on customers
- Use your standard processes and findings to drive improvements to the customer experience across the DI SW organization
- Use our standard processes to drive adoption and customer value, providing improvements based on customer experience
- Foster a culture of Customer Success through cross-functional collaboration with all teams involved in the customer journey
- Align with Sales on renewal and expansion strategy
- Provide feedback to Sales and Marketing on prospecting approaches & opportunities
- Collaborate with Services & Support to deliver outstanding customer experiences
- Exceed your metrics, including renewal and upsell measured by gross revenue, product adoption measured by usage, and customer satisfaction measured by CSAT and 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, colour, national origin, sex, gender, gender expression, sexual
orientation, age, marital status, veteran status, or disability status.
Transform the everyday#LI-PLM
#LI-Hybrid
#SaaS