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Siemens Digital Industries Software Director, Customer Success in London, 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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