Customer Success Manager
Found in: Talent CN S2 - 1 week ago
Why us?
You will be joining a team of Product, Software Engineering, Data Engineeringand Science to create the next-generation digital platform in railway industry.The real-time big data platform on Railigent will play a critical role ineveryday railway maintenance work and thus meaningfully important for publicsafety and people welfare. We are working closely with local Mobility technicalexperts to reshape the future of maintenance to reduce cost, improve efficientand improve quality and safety. Throughout the wide range of working scenarios,as a lighthouse project firstly in China region, the team provide the talent awide variety of opportunities to get involved in and to be part of a globalnetwork of experts and professionals.
What role will you play?
Overview:
This is anon-site position requiring regular and frequent physical presence at the variouscustomer sites in China. Establishes andmaintains close working relationships with the customer, Key Account Manager(KAM), Business Administration (BA), engineering team in Digital Service (DS),and other support resources. Understands theorganizational structure of customer’s business, along with that of the Siemensservice and sales support teams. Acts as the mainpoint of contact for all customer communication and interaction with internalsales, support, and service organizations. End-to-End managethe digital projects from engaging, through bidding, till delivery, supportingall aspects of service delivery and daily operations.Customer Engagement:
Identify, document, and deliver desired client business outcomes in aSuccess Plan. Build partnerships with client stakeholders at the executive, technical andadministrative levels. Be the “Voice of the Customer” by understanding customer needs and values. Influence the potential customers to adopt our digital products bydelivering data-driven insights coupled with industry and Customer Success bestpractices.Commercial Engagement:
Serve as an advocate by working with Sales, Product and Marketing torelentlessly represent the voice of the customer. Communicate and negotiate with both customers and internal supporting teamsto finalize the scope, bidding and terms in contract. Details driven capabilities in risk control, especially in projectmanagement, terms, documentation, and budgeting.Customer Success Management:
Secure subscription renewals and support expansion opportunities by identifyingaccount-based intelligence. Ensure the satisfaction and success of your client portfolio as measuredvia NPS and retention rates. Be the responsible person in project delivery in project management withall the supporting team. Manage customer expectation and change request. Identify valuable feedback and requirement, conduct competitor analysis, tocontinuously 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 technologywith mobility background preferred. Minimum of 3 years professional customer success experience with insupporting digital or IT delivery in mobility maintenance or operation. Acts as advisor to customer management and business partners on assetmanagement matters Excellent communication and collaboration skills to maintain strong clientrelationships. Clear and concise verbal and written communication both live and virtual. Must be results-driven, action oriented and passionate about making apositive customer impact while balancing business needs. Strong organizational, time management, project management, and diagnosticskills. Knowledge of SaaS operations.-
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