Job Information
Siemens Digital Industries Software Director, Customer Success - EMEA in Birmingham, United Kingdom
Job Family: Customer Services
Req ID: 418996
About us
Siemens Digital Industries Software - Transform the everyday.
Let's make the difference together!
Meet the team - Video (https://www.youtube.com/watch?v=k6mVLaUyO4U)
Siemens Digital Industries Software is a leading provider of solutions for the design, simulation, and manufacture of products across many different industries. Formula 1 cars, skyscrapers, ships, space exploration vehicles, and many of the objects we see in our daily lives are being conceived and manufactured using our Product Lifecycle Management (PLM) software.
We offer a role with responsibility, independence and the possibility to contribute proactively. We foster a teamwork culture with room for individual development
Please visit https://www.siemens.com/plm .
About the role
We are looking for a Senior Customer Success leader who can help build and drive our Customer Success organisation. As the Director of Customer Success, you will lead and build 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 plays a crucial role in engaging with customers to ensure they are maximising Siemens SaaS Solutions to drive business value. This is a tremendous opportunity to continue to build the CS organisation within Siemens while we strive to meet our growth goals for customer renewals and expansion.
This position will be based in the UK. Both hybrid and remote working will be considered.
Area of responsibility
Optimize the customer journey
Enable the team to engage with customers and provide coaching to ensure positive outcomes
Identify opportunities for continuous improvement
Drive true value for customers
Be an expert on best practices in change management
Promote an outcome selling approach amongst your team members
Find ways for CSMs to deeply understand our customers’ objectives and become trusted advisors
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 ideal customer
Create a viable customer feedback loop
Drive alignment with Sales and Renewals teams
Align with Sales on renewal and expansion strategy and focus on selling with a retention focus
Provide feedback to Sales and Marketing on the prospecting approach
Define CSM involvement during the sales cycle
Own key metrics for your team including renewal rate, up-selling and adoption metrics
Recruit, mentor and inspire a world-class team, support training and mentoring to grow team and create a culture of customer delight
Your qualifications
Experience in Customer Success Management/Leadership working with enterprise customers
Experience building organizations by establishing mutually beneficial relationships with internal and external constituents
Thought leadership in both the theory and practice of Customer Success Management
Ability to advocate for the CSM organization within a complex internal environment
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
Creative, resourceful, detail-oriented, and highly organized
An analytical and metrics-driven work style
Strong executive-level communication, presentation and interpersonal skills.
Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
Have a passion for driving business value to customers through software development and new technology
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.
We are Siemens
A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance, pension, and private healthcare.
Siemens. Making real what matters
If you want to make a difference – make it with us!
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Siemens Digital Industries Software
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