Siemens Customer Success Project Manager in Boston, Massachusetts
The Customer Success Project Manager is responsible for the customer success post sale process for our global SaaS Customer Success team across Siemens Digital Industries Software. This role will focus on defining, running and optimizing the Customer Success process, internal processes for SaaS go to market readiness and defining user experience manuals and mockups. Additionally, this role will evaluate and define new Customer Success strategies based on competitive benchmarking.
This role will report directly to Director, Customer Success Program.
Process ownership for the SaaS post sale journey
Orchestrating the Customer Success stakeholders & counterparts
Project management of all DI SW SaaS application for Customer Success resource planning
Plan, align and define a Customer Success process utilizing internal standards and templates
Contribute to definitions around SaaS go to market and SaaS readiness
Define, align and maintain user experience templates and mockups needed for the Customer Success process
Competitive analysis of Customer Success strategies
Develop a roadmap for all DI SW SaaS applications for the resource planning of Customer Success activities
Work closely with program management, cross-functional teams, finance and assigned project managers to define and optimize the Customer Success process for an excellent customer experience.
Work with cross-functional to define the SaaS go to market approach and SaaS readiness path
Define and optimize the customer experience journey
Optimization of tech-stack use during the process cycles
Organize discovery calls to optimize resource planning with product teams
Define competitor benchmark for SaaS and Customer Success strategies
Develop maturity model for SaaS applications
Develop a plan on how to utilize Customer Success market standards
Required Knowledge/Skills, Education, and Experience
Bachelor’s degree in business administration, engineering or related field
5+ years in SaaS business
Exceptional analytics, business management, communication and presentation skills
Experience in SaaS go to market
Experience in business excellence optimization
Experience in Customer Success
Exceptional work ethic towards change management
Sophisticated presentations skills both verbally and technically
MS office level advanced
Preferred Knowledge/Skills, Education, and Experience
Master’s degree in business administration, engineering or related field
Proven record of business improvements projects
Proven experience in working in a multidisciplinary environment
Track of record leading cross-functional teams
Experience in conducting competitive benchmarks
Experience with PLM Software companies
Organization: Digital Industries
Company: Siemens Industry Software Inc.
Experience Level: Experienced Professional
Job Type: Full-time
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