Siemens Careers
Customer Success Manager for PaaS
Job Description
Business Unit: Product Lifecycle Management-PLM
Requisition Number: 237176
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.
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Job Description:
Own customer success for a set of accounts and/or industry verticals –
from supporting customers with regards to trialing and understanding
value of microservices offered, to ensuring customers have all the
resources available to successfully move along application creation,
testing, deployment and expansion phases.
Develop a strategy and process for Customer Success for rolling out
cloud-native platform-as-a-service models – as ourleading 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.
Develop the customer success playbook for specific products and
industry verticals
Continuously drive the use of PaaS and its expansion with your
customers by maintaining continuous dialogue with them, evaluating
usage data and applying the latest tools for customer analytics.
Build, monitor and fine-tune various metrics and analytics including
product telemetry and customer satisfaction
On-board new customers to maintain and understand their wellness. 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 deploy, you’ll stay in constant contact with our customers
– your goal is to know what success means to each of them.
Work with our training and product teams to advocate for product
changes and enhancements that simply solve the problem at the source. A
key measurement for our team is to constantly be decreasing the number
of issues that our customers experience despite an increasing customer
base.
Champion the customer perspective with every other department and group
within the company.
A degree in computer science, engineering, or other related discipline
Exposure to multi-tenant application development, cloud based security
protocols, testing and continuous integration/continuous deployment
strategies is required
Experience in JavaScript, and one or more programming languages: Java,
node.js, C#, Python or Go
Experience withone or more Cloud computing technologies like AWS /
Azure.
• One or more years in designing, developing and deploying cloud based
solution using AWS or Azure
• Understanding of core AWS/Azure services, uses, and basic
architecture best practices
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.
Preferred Knowledge/Skills, Education, and Experience
Sales, pre-sales or services experience with software products
Experience in Customer Success or business development aplus
MBA or similar business qualification
Experience with SaaS/cloud product telemetry, success metrics and
analytics-driven customer success methodologies
Familiarity with Siemen’s software solutions for PLM (System Eng, Eng,
Mfg, Modeling)