Job Family: Customer Services

Req ID: 419392

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 modeling 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.

General Summary of the Job:

We are looking for a sophisticated Low-Touch Customer Success Manager (CSM). Low-touch customers are midsize businesses. Your role will be twofold: You will play a crucial role in managing hundreds of customers through direct touch and by leveraging digital resources through a one-to-many approach, and you will serve as a shift mentor for other low-touch CSMs. As an early-stage member of our Low Touch Customer Success team, you will report to the Manager of Low-Touch CSMs. You will work with them to help craft the vision for how Siemens nurtures its customers through a modern omnichannel communication strategy to help them achieve long-term business value using our cloud platforms.

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 Have:

• 5 to 8+ years of Customer Success Management experience with SMB-level customers

• Willingness to work in shifts (AMS, EMEA, APAC)

• Proven record of managing hundreds of customers

• Experience in team mentoring!

• Bachelor’s degree in computer science, business administration, or equivalent experience

• Experience providing low touch support and managing upwards of 200 customers

• Experience in a SaaS environment/with SaaS products

• Outstanding executive-level communication, presentation, and interpersonal skills

• Proven customer leadership skills with complex accounts

• Expert in delivering customer value

• Outstanding English skills

Plus:

• Experience or knowledge of Gainsight

• Experience in CAD or PLM software

• Masters degree in related area

• Proficiency in multiple languages

• Responsibilities:

• Low Touch approach

• Serve as a shift mentor for a team of low-touch CSMs

• Manage a customer pool of 200 accounts

• Deliver standardized onboarding experience for every account

• Leverage modern communication tools for omnichannel communication

• Keep customer records up to date in CRM/CS platform

• Supervise and manage customer escalations, React promptly on customer requests

• Build communication strategies to enable customers to identify and measure business value in a self-serve notion

• Deliver weekly reports to Low Touch CSM manager

• Drive true value for customers

• Ensure customers are adopting our products and realizing their value

• Be a Challenger to our customers to stay focused on delivering business value

• Deeply understand our customers’ objectives and become a trusted right-hand advisor

• 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 multiple software products and develop a deep understanding of their business impact to customers

• Use your standard processes and findings from Tech Touch to drive improvements to the customer experience across the DI SW organization

• Find opportunities for continuous improvement

• Build customer feedback loop

• Help foster culture of Customer Success

• Be an advocate for your customers

• Provide feedback on the customer experience and solutions to improve the customer experience

• Use our standard processes to drive adoption and customer value and provide improvements based on customer experience

• Help foster culture of Customer Success through working cross functionally with all teams who are part of the customer journey

• 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

• Collaborate with Services & Support to deliver outstanding customer experience

• Exceed your metrics

• Renewal and upsell measured by gross revenue within your portfolio

• Product Adoption measured by product usage within your portfolio

• 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

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