Siemens Jobs

Job Family: Product Management, Portfolio & Innovation

Req ID: 425566

Together we make a difference

Siemens Logistics is a leading provider of innovative and high-performance solutions for airport logistics. The portfolio includes products and solutions for baggage and cargo handling, high-end software for the digitalization of logistics processes as well as an extensive range of maintenance and services. Siemens Logistics is represented worldwide through its regional companies and is active in more than 60 countries. Major customers include renowned airports and airlines around the globe. Siemens Logistics is a fully owned subsidiary of Siemens AG.

Join our Digital Solutions team as a Senior Customer Success Manager if you have experience in Aviation/Airport Operations in Dubai, UAE. In this role, you will enhance our ongoing customer engagement and consult with clients to help them achieve their desired outcomes.

What are my responsibilities?

• Build client relationships to be their go-to person for day-to-day business and engagement while creating transparency on client value drivers.

• Manage after-sales processes, including client onboarding, ongoing education to maximize outcomes, and business review meetings with customer senior management and C-level.

• Create adoption plans, proactively engage clients, and assist them in maximizing the use of the Digital product portfolio and its full range of functionalities.

• Develop a deep understanding of the customer’s Use Case Model and identify their critical business objectives. Act as a consultant for questions and problems regarding digital customer solutions.

• Translate stakeholders’ requirements into a common language that can be adopted for product development.

• Proactively identify and conduct expansion plays (cross-sell, upsell) to provide additional value to assigned customers, referring and collaborating with sales on complex leads.

• Write proposals, create attractive presentations, and help standardize presentation and training material.

• Maintain a 360-degree view of customer health, ongoing engagements, and issues. Provide support for investigating and troubleshooting application queries.

• Feed new product ideas/requirements back to Product Management and add new feature suggestions to the Product Backlogs, which will benefit all clients.

• Advocate for the client within the organization and be the voice of the customer.

• Monitor and ensure high customer health scores.

• Follow up on renewals and encourage up/x-sell.

What do I need to qualify for the role?

• University degree in Computer Science, Business Administration or Aviation field, Masters a plus.

• Minimum of 3 years of experience in Digital Aviation/Airport Operations.

• Minimum of 5 experience in Customer Success Management or Consulting within a Digital Solutions or Technology Automation environment.

• Customer Success Management certified by reputable organizations such as Gainsight, Cisco, Udemy, and Customer Success Academy.

• Relationship Management: Builds strong relationships with user communities and product and project departments.

• Communications: Demonstrates executive-level communication, consultation, and presentation skills.

• Results Oriented: Relentless in ensuring the customer fully adopts product solutions and achieves their desired business outcome.

• Issue Management: Proactively identifies, escalates, and resolves issues in a way that builds customer trust over time.

• Team Player: Works closely with customers and is able to effectively work with multicultural teams across different time zones.

• Performance driven: Critical thinking and ability to lead (without authority). Attention to detail, highly organized, and ability to multitask. Hands-on, problem solver, and 100% say-do ratio. Getting tasks done flawlessly with little supervision.

• Digital native: Enthusiastic about new/future technologies. Experience with the tools Teams, SharePoint, Salesforce, Jira, Confluence, and Gainsight.

• Knowledge of Amazon Web Services (AWS), MS Azure, Google Cloud Platform environment, and technologies like Cloud Foundry or Git/GitHub.

• Comprehensive understanding of IT architecture, cloud applications, environments, and IoT, and are open to new technologies.

• Scrum Master qualification a plus.

• English Business fluency is required. Any additional language is a strong plus.

• Willingness to travel.

Visit www.siemens-logistics.com/en to learn more about Siemens Logistics before submitting your application.