Enable America Jobs

Job Family: Customer Services

Req ID: 422165

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.

We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation— helping innovative global manufacturers craft better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while crafting 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 built, 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 crafting better applications faster. Our goal is simply to build the future of software development.

General Summary of the Job:

We are looking for a manager for a new team of low-touch Customer Success Managers (CSMs). Low-touch customers are midsize businesses. You will play a crucial role in building a hard-working team of low-touch CSMs, as well as handling hundreds of your own customers through direct touch and by leveraging digital resources through a one-to-many approach. As an early-stage member of our Low Touch Customer Success team, you will help shape the vision for how Siemens nurtures its customers through a modern omnichannel communication strategy to help them achieve long-term business value using our cloud platforms.

The Customer Success Organization at Siemens Digital Industries Software (DI SW) supports software products that are 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:

• 5+ years of Customer Success Management experience with SMB-level customers

• Leadership experience as a lead or manager overseeing multiple CSMs

• Bachelor’s / master’s degree in computer science, business administration or equivalent experience

• Experience providing low-touch support and managing up to 200 customers

• Experience in a SaaS environment/with SaaS products

• Proven customer leadership skills with sophisticated accounts

• Expert in communication

• Expert in delivering customer value

• Outstanding English skills

Plus:

• Experience or knowledge of Gainsight

• Experience in CAD or PLM Software

• Fluency in multiple languages

Responsibilities:

• Team Management, Leading a team of Customer Success Managers working in shifts

• Delivering guidance and coaching for the team

• Building a reporting channel to showcase Low Touch customer results

• Optimize customer journey

• Engage with customers and your direct reports to provide coaching and ensure positive outcomes

• Find opportunities for continuous improvement

• Drive true value for customers

• Be an expert on best practices in change management

• Promote the Challenger approach amongst your team members

• Find ways for CSMs to understand our customers’ objectives and become a trusted right-hand advisor

• Determine how to define, drive, and demonstrate the value (ROI) delivered

• Low Touch approach

• Help build and continuously improve the Low Touch processes

• Represent the Low Touch team in Management meetings

• Leverage modern communication tools for omnichannel communication

• Deliver an outstanding onboarding experience to every customer

• Deliver requirements for a self-solve customer success approach

• Drive alignment with other teams

• Align with Sales on renewal and expansion strategy and focus on selling with retention in mind

• Give feedback to Sales and Marketing on prospecting approach

• Define CSM involvement during sales cycle

• Collaborate with Services & Support to deliver outstanding customer experience

• Own metrics for your team

• NRR, GRR, Expansion, Adoption metrics and NPS

• Recruit and mentor an outstanding team

• Build a pipeline of great candidates

• Establish a rigorous interview process

• Set expectations on performance and give feedback

• Handle out underperformers.

• Leverage exiting training and mentoring to grow team

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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