Premium Support Customer Success Manager

Job Description

Premium Support Customer Success Manager

The Premium Support CSM orchestrates all the support activity at the customer and acting as a single point of contact for all escalations. The role is essential for the success of the customer and insures that issues are not only resolved faster but also prevented. The CSM will meet with key stakeholders on a regular basis, address bottlenecks, understand the business urgencies of the issues, review all issues, product reports and enhancement requests. The CSM also acts as a liaison between the customer and product development to insure the fastest and most effective fix is available for the customer issue. CSMs will work with the customer to plan their maintenance and upgrade path to insure minimal disruption from issues as they move to the latest version of the software.

The Premium Support Customer Success Manager is delivered from GCSS (Global Customer Support and Success) organization which is centrally responsible for all the support and maintenance across all products and portfolios. This role is considered very senior and good candidates are expected to have years of experience in similar roles, or deep familiarity with the Siemens DISW portfolio. The role reports up to the worldwide head of Business Development for GCSS.

Responsibilities:

  • Engage with major and strategic accounts to gather business and technical requirements, determine business needs and architect appropriate solutions.

  • Act as a single point of contact and advocates and orchestrates support activities across a customer organization and within PL.

  • Work with customers to develop and deliver solutions in cooperation with the different SPLM development groups.

  • Coordinating internal resources for the flawless solution with on-time delivery.

  • Oversee technical resources in the software delivery solutions to ensure successful client adoption setting

  • Develop tailored support solutions for non-standard or custom.

  • Customised & automated reporting to key customer management contacts.

  • Support on-boarding for new sites & contacts.

  • Tracking issues across 3rd parties like distis, outsourced IT or design sub contractors.

  • Coordinating support admin work as result of customer mergers/acquisitions.

  • Integrating our support systems & processes with customer internal ticketing systems, flows & in-house helpdesk groups.

Essential Functions:

  • Establish and build a trusted advisor relationship from both a business and technical perspective with major and strategic accounts, sales executives, and technical resources

  • Develop a keen understanding of the customer’s specific business and technical drivers and major initiatives

  • Understand the customer’s business structure and product lifecycle Processes

  • Help the customer in the definition of business and technical requirements in the areas of product development, manufacturing and support

  • Support the customer during the implementation and operation of appropriate Siemens solutions by navigating the reported issues through the involved SPLM departments

  • Coordinate all communication. Provides a transparent and regular status overview between the involved SPLM departments and the customer related resources

  • Proactively review and analyze the support needs across the product portfolio and manages escalations and prioritizes issues

Requirements:

  • Excellent communication and presentation skills

  • Ability to handle escalations and navigate through internal groups to assist the customer

  • Ability to swiftly build strong relationships

  • Ability to multi-task and learn the use of new ticketing tools

  • User experience in Salesforce.com Tool

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. Headquartered in Plano, Texas, our business works collaboratively with companies to deliver open solutions to help them make smarter decisions that result in better products.

Siemens Digital Industries Software is an equal opportunities employer and do not discriminate unlawfully on the grounds of age, disability, gender assignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation or trade union membership.

We are looking forward to receiving your online application.  Please ensure you complete all areas of the application form to the best of your ability as we will use this data to review your suitability for the role.

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Job ID: 187718

Organization: Digital Industries

Company: Siemens Industry Software Limited

Experience Level: Experienced Professional

Job Type: Full-time

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