Senior Customer Success Strategist, SaaS Products
3 weeks ago
We are seeking a highly skilled Senior Customer Success Strategist, SaaS Products to join our team at Siemens Digital Industries Software. This role will be responsible for leading and driving digital innovation with our customers, focusing on post-sales efforts and building enterprise success programs that deliver consistent value to OEM market on Supplyframe solutions.
Key Responsibilities
• Lead the post-sales effort in building enterprise success programs that deliver consistent value to OEM market on Supplyframe solutions
• Drive business impact and value outcomes for assigned high profile and strategic customer accounts, including steering committee participation and communication to key stakeholders about the needs, requirements, progress and health of customer initiatives
• Build and maintain relationships with customers at executive, management, and user levels
• Conduct value alignment workshops to understand key business drivers, define goal milestones and quantify outcome achievement
• Apply domain expertise with customers in best-practice discussions that can either be specific to Supplyframe solutions or more general regarding enterprise success
• Create customer success plans, long-term transformation roadmaps and help develop financial goals that demonstrate value and ROI
• Lead contract renewals and negotiation discussions as needed
• Guide, coach and support other Customer Success Managers (CSM's) on the SaaS solutions team
• Gather customer requirements and facilitate product feedback sessions with internal teams
• Work with sales and pre-sales teams to plan for pipeline deals, new customer handoffs and expansion opportunities
• Liaise with Siemens counterparts and work cooperatively for joint accounts
• Collaborate with Supplyframe leadership to create strategy and expansion planning for the department and necessary key roles
Requirements
A bachelor's degree and extensive years of experience in customer-facing roles (ideally a combined background of pre and post-sales) is required. Industry experience in procurement, supply chain, or engineering is also necessary. Business consulting background in high tech, procurement, manufacturing, or supply chain is preferred. The ideal candidate will have a consultative people-centric approach to customer conversations that challenge to drive revenue and growth, as well as the ability to influence, collaborate, and consensus build across multiple teams. Creativity in finding and presenting solutions to business and technology challenges with an energy and passion for digital transformation is also essential. Analytical and process-oriented mindset, enthusiastic coaching and mentoring skills with the ability to inspire others, and a deep understanding of value drivers in recurring revenue business models are also required. Experience in value engineering and/or translating qualitative value statements into measurable, quantitative metrics is a strong plus.
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