Job Family: Customer Services

Req ID: 427197

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 - Enterprise

General 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

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