Siemens Logistics is searching for an experienced Customer Success Manager for
High Touch customers in order to strengthen the team for solution delivery and
ongoing customer engagement with the ability to consult our clients to achieve
their desired outcomes. Customer Success Management is not Customer Service
and only candidates with Customer Success Management experience are considered
for this role
What are my responsibilities a
* Responsible for client onboarding, ongoing education to maximize outcome and Business Review meetings with customer senior management/C-level (Customer Success Lifecycle management).
* In cooperation with the customers and the project teams, create requirement specifications and cost/time estimates for implementation and support the technical teams in their execution.Â
* Project manage the implementation of SaaS products in alignment with client requirements, which includes coordination of design, development, and implementation of database applications and solutions for managing and integrating data between operational systems, data repositories, and reporting and analytical applications.
* Assess customer requirements and propose technical solutions and guidance in collaboration with Sales, Account Management and Services teams at ITO Handover.
* Act as a consultant for questions and problems regarding digital customer solutions.
* Develop a deep understanding of the customeras Use Case Model and identify their critical business objectives.Â
* Translate stakeholderas requirements into a common language that can be adopted for implementation.
* Coordination of solution finding, architecture and development of digital software applications, IoT solutions and services for our customers in the postal, parcel, airport, airline, cargo and logistics supply chain markets.Â
* Recommends and provides guidance regarding Data Integration and database development.
* Provides support for investigating and troubleshooting implementation issues.
* Leads in the establishment of group standards and processes.Â
* Responsible for the planning, budgeting, and design of new client onboarding
* Advocate for the client within the Siemens Logistics organization and be the voice of the customer.
* Build relationships between customers and the support team.
* Monitor and ensure high customer health scores.
* Follow up on renewals and encourage up/x-sell.
Required skills, knowledge, and experience a
* Ability to think strategically and to lead (without authority).
* Project Management certification or equivalent.Â
* Experience in sales, consulting or business development.Â
* Good, comprehensive understanding of IT architecture, cloud applications and environments, IoT and are open to new technologies.
* Knowledge about Amazon Web Services (AWS), MS Azure or Google Cloud Platform environment, as well as knowledge of technologies such as Cloud Foundry, Jenkins, Maven, Git/GitHub, Active Directory or IAM.
* Hands-on problem solver and 100% say-do ratio.
* Ability to effectively work with multicultural teams across different time zones.
* Strong client-facing and communication, as well as relationship-building skills.
* Experience with the tools Salesforce, Jira and Confluence, Gainsight.
* A "digital native" and are enthusiastic about new/future technologies.Â
* Willingness to travel.
Desired Qualifications a
* University degree in computer science or related field; Master a plus.
* Customer Success Management is certified by a reputable organization such as Gainsight, Cisco, Udemy, Customer Success Academy.
* Minimum of 5 years of relevant professional experience in the above field with a focus on Customer Success Management and Project Delivery in the SaaS Industry using waterfall and agile methods.
* Scrum Master qualification a plus.
* Proven success in leading project teams.
* English Business fluency is required, any additional language is a plus.
* Experience with the aviation industry.
Organization: Portfolio Companies
Company: Siemens Logistics GmbH Branch Dubai
Experience Level: Experienced Professional
Job Type: Full-time
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