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Customer Success Operations Specialist, SaaS (Supplyframe)

Job Description

Report To: Sr. Manager, Customer Success I Department: Customer Success Team, SaaS I Location: Remote or Hybrid (Pasadena, CA or Austin, TX) 

Why You’ll Love Working Here: 
  • Strong track record of providing an inclusive culture of belonging and empowerment.
  • Competitive salary & bonus package in an entrepreneurial environment.
  • We pay 100% of the Health, Dental & Vision premiums for the employee; 80% for the employee’s family. Short-Term Disability (STD) & Long-Term Disability (LTD) are provided and 100% covered by the company.
  • We offer PTO (17 days for the 1st 5 years of employment) & up to 10 company paid holidays.
  • Flexible schedules and work-from-home opportunities; casual dress environment.
What You’ll Be Doing: 

Supplyframe, recently acquired by Siemens, is looking for a Customer Success Operations Specialist, SaaS. You will be responsible for supporting the Customer Success Team, SaaS . This includes defining customer success objectives, strategy/tactics and implementing processes that scale. Possessing initiative, an expertise in judgment and decision-making, having a sales aptitude, and a desire to achieve results are key traits to your success. We want dynamic, flexible and innovative leaders to keep our standards high.
  • Define and develop KPIs, reporting dashboards, and workflows to facilitate the analysis of customer data and drive actions to proactively manage retention & customer risk across entire the post-sale customer journey 
  • Determine the timing and content of touch points for Customer Success Managers (CSMs) to drive optimal adoption and increase net promoter score
  • Oversee and organize the execution of materials and data to enable CSMs to work more effectively and efficiently
  • Create and maintain internal documentation such as playbooks, process flows, instructional material, etc.
  • Lead training for incoming customer success new hires on software tools, processes, etc. to ensure a smooth onboarding experience
  • Implement and manage technology that facilitates Customer Success activities 
Who/What We Are Looking For:
  •  2+ years’ experience in Customer Success, including operations, consulting, technical support (preferably in a B2B SaaS environment) 
  • Experience with software tools such as Salesforce, Zendesk, and/or similar customer success management tools
  • A proven track record of designing processes that scale and facilitating internal and external customer satisfaction
  • A passion for, and experience in managing and leveraging data to drive business growth
  • Strong project management skills and experience in working with cross-functional teams
  • Superior communication skills both verbal & written, highly organized, a positive team player and agile 
Preferred, But Not Required: 
  • Experience in the electronic component industry.

#LI-NS1 #LI-EDA

Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons. 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

Organization: Digital Industries

Company: Supplyframe, 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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