Position Overview:

The Senior Manager, Customer Success- Global Engineering Services will lead a dedicated Customer Success team responsible for ensuring exceptional service delivery operations and customer satisfaction across all Siemens Engineering Segments. This strategic leadership role serves as the primary business partner interface between Global Technology & Infrastructure operations and engineering segments globally, driving customer success through proactive relationship management, operational excellence, and strategic planning. 

This role is part of a new organizational structure designed to enhance internal customer focus, developer efficiency, and service delivery excellence. The position leads a team of Customer Success Leaders, each dedicated to specific engineering segments, ensuring specialized attention and deep business and technical partnerships. 

The position is available across multiple locations across EMEA; we welcome qualified candidates from locations not mentioned in the description to apply.

Key Responsibilities:

Team Leadership & Development 

• Lead, mentor, and develop a team of three Customer Success Managers 

• Establish performance standards, KPIs, and success metrics for the customer success function 

• Foster a culture of customer-centricity and continuous improvement 

• Conduct regular team meetings, performance reviews, and professional development planning 

• Ensure consistent service delivery standards across all engineering segments 

Strategic Business Partnership 

• Serve as primary escalation point for all operational issues across engineering segments 

• Develop and maintain strategic relationships with engineering segment leadership 

• Collaborate on annual budget planning and multi-year strategic technology roadmaps 

• Drive alignment between T&I services and business objectives 

• Facilitate cross-segment collaboration and knowledge sharing 

Customer Success Management 

• Ensure exceptional customer satisfaction across all supported engineering segments 

• Establish and track engineering internal and industry performance benchmarks for build, validation and operations 

• Develop and implement customer success strategies and best practices 

• Monitor and report on customer satisfaction metrics and service delivery performance 

• Proactively identify and address potential service delivery challenges 

• Champion customer feedback and drive service improvement initiatives 

Financial & Asset Management 

• Collaborate on budget planning and financial forecasting for supported segments 

• Optimize resource allocation and cost management 

• Provide financial reporting and analysis on service delivery costs 

• Support business case development for technology investments 

Required Qualifications:

Education 

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field 

• Master's degree in Business Administration or Technology Management preferred 

Experience 

• 8+ years of experience in engineering IT infrastructure, cloud technologies, or service delivery 

• 5+ years of people management experience, preferably leading technical teams 

• 3+ years of customer relationship management or business partnership experience 

• Experience with virtualization technologies and private cloud operations 

• Proven track record in budget management and financial planning 

Technical Competencies 

• Deep understanding of engineering IT infrastructure, large-scale grids, virtualization, and cloud technologies 

• Knowledge of ITIL service management frameworks 

• Experience with enterprise-level service delivery, infrastructure operations, and gitops 

• Understanding of cybersecurity principles and compliance requirements 

Business & Leadership Competencies 

• Strong business acumen and strategic thinking capabilities 

• Excellent stakeholder management and communication skills 

• Proven ability to build and maintain executive-level relationships 

• Experience in budget planning, financial analysis, and cost optimization 

• Change management and organizational development experience 

Personal Attributes 

• Customer-focused mindset with passion for service excellence 

• Strong problem-solving and analytical thinking abilities 

• Strong infrastructure and systems design technical skills, ability to debate systems design tradeoffs  

• Excellent verbal and written communication skills 

• Cultural sensitivity and ability to work effectively in global environment 

• Adaptability and resilience in fast-paced, changing environments 

Performance Metrics 

• Customer satisfaction scores across all engineering segments 

• Service delivery SLA compliance rates 

• Team performance and development metrics 

• Budget adherence and cost optimization achievements 

• Escalation resolution time and effectiveness 

• Cross-segment collaboration and knowledge sharing success 

Travel Requirements 

• Up to 25% travel required for global stakeholder engagement and team coordination 

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