Customer Success Manager

2 weeks ago

Shanghai, Shanghai, China Siemens Mobility Technologies (Beijing) Co., Ltd Full time

     Why Siemens Mobility Technologies?

     You will be part of a team that creates the next-generation digital platform in the railway industry, working closely with local mobility technical experts to reshape the future of maintenance and improve efficiency, quality, and safety.

     What role will you play?

     Overview:

  • This is an on-site position requiring regular and frequent physical presence at the various customer sites in China.
  • Establishes and maintains close working relationships with the customer, Key Account Manager (KAM), Business Administration (BA), engineering team in Digital Service (DS), and other support resources.
  • Understands the organizational structure of the customer's business, along with that of the Siemens service and sales support teams.
  • Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations.
  • End-to-End manages the digital projects from engaging, through bidding, till delivery, supporting all aspects of service delivery and daily operations.

     CUSTOMER ENGAGEMENT:

  • Identify, document, and deliver desired client business outcomes in a Success Plan.
  • Build partnerships with client stakeholders at the executive, technical, and administrative levels.
  • Be the "Voice of the Customer" by understanding customer needs and values.
  • Influence the potential customers to adopt our digital products by delivering data-driven insights coupled with industry and Customer Success best practices.

     Commercial Engagement:

  • Serve as an advocate by working with Sales, Product, and Marketing to relentlessly represent the voice of the customer.
  • Communicate and negotiate with both customers and internal supporting teams to finalize the scope, bidding, and terms in contract.
  • Details-driven capabilities in risk control, especially in project management, terms, documentation, and budgeting.

     CUSTOMER SUCCESS MANAGEMENT:

  • Secure subscription renewals and support expansion opportunities by identifying account-based intelligence.
  • Ensure the satisfaction and success of your client portfolio as measured via NPS and retention rates.
  • Be the responsible person in project delivery in project management with all the supporting team.
  • Manage customer expectation and change request.
  • Identify valuable feedback and requirement, conduct competitor analysis, to continuously improve our digital solutions.
  • Contribute to client collateral, including white papers, webinars, events, guides, and other materials.

     We are looking for:

  • BS/BA in mobility field, engineering/technology, or information technology with mobility background preferred.
  • Minimum of 3 years professional customer success experience with support in digital or IT delivery in mobility maintenance or operation.
  • Acts as advisor to customer management and business partners on asset management matters.
  • Excellent communication and collaboration skills to maintain strong client relationships.
  • Clear and concise verbal and written communication both live and virtual.
  • Must be results-driven, action-oriented, and passionate about making a positive customer impact while balancing business needs.
  • Strong organizational, time management, project management, and diagnostic skills.
  • Knowledge of SaaS operations.

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