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Customer Success Listening Manager - Digital SISW

Job Description

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

Customer Success Listening Manager

Position Overview

As part of our Customer Success team, you will be responsible for developing customer listening programs for the Siemens Software XaaS portfolio and coordinating best practice and activities across the digital experience. You will develop standardized programs to measure customer experience across the customer journey – from assisting the product teams during their discovery, early access, and beta phases, to evaluating customer satisfaction and sentiment during product usage, to advising on follow-up processes to complete a closed-loop system. This role will also develop methods to understand how community activity contributes to the customer listening model and coordinate best practice and activities across the digital experience.

This is an obsessively customer focused role and one that works cross-functionally with other stakeholders and partners.

Responsibilities & Capabilities

  • Use best practices to develop a standardized program to capture customer experiences across a portfolio of XaaS and related products
  • Collaborate with the digital adoption, product development teams, and Customer Success Managers, to recommend a strategy that provides actionable metrics
  • Integrate customer listening results with product telemetry to build a complete picture of the customer experience
  • Develop a closed-loop process that generates notifications when follow-up is needed, documents the resolution, and helps inform advocacy programs
  • Evaluate community activity as a contributor to the larger customer listening effort
  • Ensure coordination with currently existing feedback programs that evaluate assisted and online support quality

Required Knowledge/Skills, Education, and Experience

  • Bachelor’s degree required
  • A minimum 5 years relevant experience in a XaaS environment
  • A thorough understanding of current survey methodologies and best practices
  • The ability to analyse and interpret data to drive continuous improvement and optimizations
  • Strong project management skills and the ability to manage multiple projects in parallel
  • Strong communicator and highly analytical working with multiple stakeholders

Preferred Knowledge/Skills, Education, and Experience

  • Excellent writing skills
  • A passion for driving Customer satisfaction
  • You're a team-player with a collaborative approach to work

*Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States. Qualified Applicants must be legally authorized for employment in the United States.

#LI-PLM #LI-MK2



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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