Customer Success Manager for PaaS

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)