EMEA Support Account Manager / Customer Care

Job Description

About us

Siemens Digital Industries Software - Where today meets tomorrow.

Let's make the difference together!

Meet the team - Video

Siemens Digital Industries Software (SISW) 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 have our global headquarters in Nuremberg, Germany, and have around 75,000 employees internationally.

We offer a role with responsibility, independence and the possibility to contribute proactive. We foster a teamwork culture with room for individual development

Please visit

Join our team as EMEA Support Account Manager / Customer Care, this opportunity can be based in any location within the EU or UK, hybrid and remote working is available.

About the role

The goal of the Support Account Manager (SAM) is to sustain a high level of support experience and drive the use of newly released software with the customer. The SAM is assigned to key accounts to orchestrate all support activity, provide maintenance planning, and handle all escalations by acting as a single point of contact for support. We offer a role with responsibility, independence, and the possibility to contribute proactively. We foster a teamwork culture with room for individual development.

Area of responsibility

  • Establish and build a trusted advisor relationship from both a business and technical perspective with major and strategic accounts, sales executives, and technical resources.
  • Develop a keen understanding of the customer’s specific business and technical drivers and major initiatives.
  • Understand the customer’s business structure and product lifecycle processes.
  • Help the customer in the definition of business and technical requirements in the areas of product development, manufacturing and support.
  • Support the customer during the implementation and operation of appropriate Siemens solutions by navigating reported issues through the involved SPLM departments.
  • Coordinating communication with the customer, providing a transparent and regular status overview and demand response from involved SPLM departments and customer related resources.
  • Proactively review and analyse the support needs across the product portfolio and manage escalation and prioritize issues.

Your qualifications

  • Experience of working within an enterprise level software business, providing excellent levels of customer support in an advisory role.
  • Basic knowledge of main products implemented at the customer base.
  • Technical consulting or support experience providing software within the Manufacturing sector (ideally automotive, defense, industrial manufacturing).
  • Any experience with PLM would be highly desirable (e.g. Teamcenter, Windchill, Enovia, Delmia, SAP PLM, Oracle PLM) however we would consider people with experience in ERP / SAP, which includes performing proof of concepts, defining requirements and scope deployment, as well as being part of the selection process.
  • Excellent communication and presentation skills in English, and Business level language skills in French, German or Spanish would be highly desirable.
  • Ability to manage multiple priorities.
  • Basic knowledge of business process management.
  • BS/BA in an engineering or manufacturing-related discipline or a similar profession.
  • Should have recent experience leading and managing requests of technical and business consultants from within, and outside of their formal organization.
  • Some business travel will be required.

Preferred Knowledge/Skills, Education, and Experience:

  • Understanding and experience in working with Data Management and Electronic and/or Mechanical Computer Aided Design (ECAD/MCAD) tools and processes – (NX, Catia, SolidWorks)
  • ITIL Service Management certified
  • Understanding of existing processes like support, software sales and software development
  • IT project management experience

Working at Siemens Software

Why us?

Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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.

Siemens. Making real what matters

If you want to make a difference – make it with us!





















# SupportAccountManager

Organization: Digital Industries

Company: Siemens Industry Software Limited

Experience Level: Experienced Professional

Full / Part time: Full-time

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