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Siemens Customer Success Project Manager in Boston, Massachusetts

The Customer Success Project Manager is responsible for the customer success post sale process for our global SaaS Customer Success team across Siemens Digital Industries Software. This role will focus on defining, running and optimizing the Customer Success process, internal processes for SaaS go to market readiness and defining user experience manuals and mockups. Additionally, this role will evaluate and define new Customer Success strategies based on competitive benchmarking.

This role will report directly to Director, Customer Success Program.

Key Objectives

  • Process ownership for the SaaS post sale journey

  • Orchestrating the Customer Success stakeholders & counterparts

  • Project management of all DI SW SaaS application for Customer Success resource planning

  • Plan, align and define a Customer Success process utilizing internal standards and templates

  • Contribute to definitions around SaaS go to market and SaaS readiness

  • Define, align and maintain user experience templates and mockups needed for the Customer Success process

  • Competitive analysis of Customer Success strategies

Responsibilities

  • Develop a roadmap for all DI SW SaaS applications for the resource planning of Customer Success activities

  • Work closely with program management, cross-functional teams, finance and assigned project managers to define and optimize the Customer Success process for an excellent customer experience.

  • Work with cross-functional to define the SaaS go to market approach and SaaS readiness path

  • Define and optimize the customer experience journey

  • Optimization of tech-stack use during the process cycles

  • Organize discovery calls to optimize resource planning with product teams

  • Define competitor benchmark for SaaS and Customer Success strategies

  • Develop maturity model for SaaS applications

  • Develop a plan on how to utilize Customer Success market standards

Required Knowledge/Skills, Education, and Experience

  • Bachelor’s degree in business administration, engineering or related field

  • 5+ years in SaaS business

  • Exceptional analytics, business management, communication and presentation skills

  • Experience in SaaS go to market

  • Experience in business excellence optimization

  • Experience in Customer Success

  • Exceptional work ethic towards change management

  • Sophisticated presentations skills both verbally and technically

  • MS office level advanced

Preferred Knowledge/Skills, Education, and Experience

  • Master’s degree in business administration, engineering or related field

  • Proven record of business improvements projects

  • Proven experience in working in a multidisciplinary environment

  • Track of record leading cross-functional teams

  • Experience in conducting competitive benchmarks

  • Experience with PLM Software companies

#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.

EEO is the Law

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) .

Pay Transparency Non-Discrimination Provision

Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .

California Privacy Notice

California residents have the right to receive additional notices about their personal information. To learn more, click here (https://new.siemens.com/us/en/general/legal/us-internet-privacy-notice-state-rights.html) .

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