Siemens Careers

Director Customer Success SaaS – Any Major U.S. City

United States
Engineering

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English (US)

Job Description

Division: Digital Factory
Business Unit: Product Lifecycle Management-PLM
Requisition Number: 231933
Primary Location: United States--
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: No

Division Description:

Siemens Digital Factory offers a comprehensive portfolio of seamlessly-integrated hardware software and technology-based services in order to support manufacturing companies worldwide. Siemens PLM Software, a Plano, Texas-based business unit of the Digital Factory Division, is a leading global provider of product lifecycle management (PLM) and manufacturing operations management (MOM) software, systems and services with over nine million licensed seats and more than 77,000 customers worldwide.


For more information, please visit: 

https://www.siemens.com/us/en/home/company/about/businesses/digital-factory.html

Job Description:

Position Overview
Join the Siemens Digital Factory Team and build up its Customer Success team for its new Software-as-a-Service and Platform-as-a-Service offerings. This role offers a unique opportunity to build a creative and entrepreneurial team from the ground up, for a new set of cloud products – a startup-like environment within the larger Siemens corporate structure. You’ll be at the center of innovation and decision making for native cloud applications targeting multiple industry verticals. You will have the exciting opportunity to help drive, and shape the future of an emerging innovative technology as a trusted advisor to your customers. The ideal candidate has sales and/or customer success experience with a terrific reputation for delighting customers. She/he should also be a self-starter who can translate ideas into action, and build a team from ground up, and scale it rapidly as the products grow. She/he will thrive in fast-paced dynamic environments and have polished communication and presentation skills.
 
Responsibilities
  • Develop a strategy and process for Customer Success for rolling out cloud based application solutions – as our leading customer advocate, your job is to develop a strategy and process for how we will communicate and interact with our customers. The critical statistics that will be managed include retention rate, customer expansion, and product utilization.
  • Lead a team of customer success managers and other specialists as needed – your team will handle pre-sales technical matters, post sales deployments, expansions after successful initial roll outs, service renewals and ensure our platforms are always running reliably.
  • Work with our clients– after a contract is signed, Customer Success team will ensure process moves fast and demonstrates our capabilities to add value to customer. Often this includes a deeper discussion with many levels of our client organization.
  • On-board new customers to maintain and understand their wellness – you’ll help to implement our software in a customer’s environment at the desired scale. A key measurement will be how quickly we can implement our customers and how deeply they use our solution based upon their goals and understanding their needs where our product can best help and offer solutions.
  • Build long-term successful customer relationships – even after helping the customer implement, you’ll stay in constant contact with our customers – your goal is to know what success means to each of them.
  • Reduce expensive customer support issues and friction – as you hear patterns with customers, the Customer Success team will proactively look to solve issues via the videos and other written materials.
 
Required Knowledge/Skills, Education, and Experience
  • Minimum of 5+ years’ experience in Customer Success leadership
  • 5+ years of experience with SaaS or cloud-based products in some capacity (support, sales, business development or R&D roles). Good general understanding of cloud architecture, SaaS services technologies
  • Experience with SaaS/cloud software support contracts and business models
  • Experience with SaaS/cloud product telemetry, success metrics and analytics-driven customer success methodologies
  • Ability to manage a team with strong management skills and a team first mentality
  • Ability to emotionally connect and empathize with the internal team and external customers. Proven ability to handle stressful situations and excellent at diffusing tension
  • Organized, consistent, and persistent with internal teams and customers. Data driven, with strong natural instincts to solve customer problems
  • Good communicator and excellent presentation skills.
  • A degree in general engineering subject (Example: Software, Electrical, Mechanical)
 
Qualified Applicants must be legally authorized for employment in the Unites States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United
States.
 
Preferred Knowledge/Skills, Education, and Experience
  • MBA or similar business qualification
  • Sales, pre-sales or services experience with software products
  • Trained in value selling methodologies such as Challenger
  • Familiarity with Siemen’s software solutions for PLM (System Eng, Eng, Mfg, Modeling)
  • Proven ability to anticipate and effectively deal with a variety of personalities and culture backgrounds across the team and client-base.
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Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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