Director - Customer Success Management

Job Description

General Summary of the Job:

We are looking for a strategic Customer Success leader that can help to build and drive our Customer Success organization.  As the Director of Customer Success, you will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives.  Your team will play a crucial role in engaging with customers to ensure they are maximizing the Siemens SaaS solutions to drive business value.  This is a tremendous opportunity to build the CS organization within Siemens while we strive to meet our growth goals for customer renewals and expansion.

Essential Functions:
  • 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 deeply understand our customers’ objectives and become a trusted right-hand advisor
    • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive customer success
    • Improve the customer experience
    • Advocate for changes in other departments’ ways of working and collaborate with them to implement those
    • Drive definition of an ideal customer
    • Create a customer feedback loop
    • Help foster culture of Customer Success
  • Drive alignment with Sales and Renewals teams
    • Align with Sales on renewal and expansion strategy and focus on selling with a retention focus
    • Give feedback to Sales and Marketing on prospecting approach
    • Define CSM involvement during sales cycle
  • Own key metrics for your team
    • Gross dollar renewal rate
    • Up-sell dollars
    • Adoption metrics
    • Customer Satisfaction – Net Promoter Score
  • Recruit, mentor, groom, and inspire a world-class team
    • Build a pipeline of great candidates
    • Establish a rigorous interview process
    • Set expectations on performance and give feedback
    • Manage out underperformers
    • Set up training and mentoring to grow team
    • Create a culture of massive customer delight

Skills and Abilities Required:

·         Proven leadership skills to attract talent and develop a team 

·         Proven customer management skills with large and complex accounts

·         An understanding of technology and an ability to explain how technology drives business value

·         Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives 

·         Creative, resourceful, detail-oriented, and highly organized 

·         An analytical and metrics-driven work style 

·         Exceptional executive-level communication, presentation and interpersonal skills. 

·         Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment 

·         Passion for driving business value to customers through software development and new technology 

Education and Experience Requirement:

·         15+ years of Sales Consulting or Customer Success Management/Leadership working with enterprise customers 

·         Bachelor’s Degree or equivalent experience required, Master’s Degree preferred.

Working Conditions/Physical Requirements:

Ability to travel internationally for a customer meeting and team development

Organization: Digital Industries

Company: Siemens Industry Software Pte Ltd

Experience Level: Experienced Professional

Job Type: Full-time

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