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Siemens Digital Industries Software Customer Success Content Manager in Boston, Massachusetts

Job Family: Customer Services

Req ID: 308514

You are highly creative? You love creating exciting content? You have a passion for design and communication? You love to work in a young, innovative team?

Then you are the right candidate to join our Software business as our Customer Success Content Manager.

Siemens Digital Industries (DI) is an innovation leader in automation and digitalization. Closely, collaborating with partners and customers, we care about the digital transformation in the process and discrete industries. With our Digital Enterprise portfolio, we provide and encourage companies of all sizes with an end-to-end set of products, solutions, and services to integrate and digitalize the entire value chain. Meaningful optimization for the specific needs of each industry, our outstanding portfolio supports customers to achieve greater efficiency and flexibility. We are constantly adding innovations to its portfolio to integrate groundbreaking future technologies.

We offer a role with responsibility, independence, and the possibility to contribute proactively. We foster a teamwork culture with room for individual development. Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds

Position Overview

As a Customer Success Content Manager at Siemens Digital Industries Software for Customer Success, you will be the primary advocate for all Customer Success relevant content and celebrate each milestone hit on the roadmap – both the successes and failures.

You will join the Customer Success Program Office, a highly innovative team focusing on creating an outstanding customer experience for our SaaS applications. We are dedicated to building the best, friction-free customer experience for our SaaS customers. In the customer success content manager role, you’ll be responsible for creating strong, trusting relationships with stakeholders across marketing, sales, product segments, support, and customer success, to understand the business needs and define the content strategy for the customer success manager collateral. You will partner with Customer Success Managers, learning experts, business analysts, product manager and sales orchestrators to define compelling content which will be used to drive adoption for our SaaS applications.

This is the perfect role for you if you have best-in-class marketing and communication skills combined with experience in SaaS and Customer Success. Specifically focusing on the creation and maintenance of onboarding collateral, playbooks, internal and external learning modules, customer communities, virtual events, physical events, marketing demand generation campaigns, marketing automation, and customer contact.

This role will be key for a frictionless high quality onboarding experience for our SaaS portfolio. You will empower our Customer Success Management organization with the right instruments and tools to drive adoption forward. This role will report directly to Director, Customer Success Program.

Responsibilities

  • Management of the Customer Success Management communication strategy

  • Develop and maintain collateral for our global Customer Success organization including playbooks, onboarding materials, business review elements, and templates

  • Creation and management of all learning content internally and externally for Customer Success & Support

  • Work closely with our Customer Success strategists to develop Customer Success practice materials

  • Working in a young and dynamic team of Customer Success & SaaS experts with a highly innovative mindset

  • Writing effective value propositions and compelling stories, creation of exciting materials for onboarding and adoption

  • Collaborate with Strategy, Marketing, and product teams within DI SW

  • Responsible for all external facing Customer Success content

  • Building relationships with stakeholders at every organizational level, for example C-suite, VPs, directors, managers, individual contributors, co-ops and interns

  • Working across a wide variety of stakeholders with different product, cultural, geographic, language and prior experience biases

  • Develop CSM & Support training materials as well as adoption learning strategies for our SaaS product portfolio including coordinating content strategy for product adoption

Required Knowledge/Skills, Education, and Experience

  • Bachelor’s / Master’s degree in business administration, marketing, or related field

  • 5+ years in SaaS business / SaaS product marketing or communication

  • Exceptional communication, writing, design, and presentation skills

  • Pragmatic and action-oriented, you proactively overcome obstacles and keep project moving forward

  • Deep understanding of value selling

  • Experience in Customer Success

  • Experience in SaaS go to market

  • C-Level presentations skills both verbally and technically

  • MS office level advanced

At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow’s reality. Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds

Where permitted by applicable law,Siemens may require employees to be fully vaccinated against COVID-19 based onjob requirements, and in accordance with an accommodation based on legallyprotected reasons.

#LI-PLM #LI-VS1

Organization: Digital Industries

Company: Siemens Industry Software Inc.

Experience Level: Experienced Professional

Job Type: Full-time

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 unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .

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