Customer Success Manager – Service Contracts in Detroit, Michigan

Job Family: Customer Services

Req ID: 431578

Customer Success Manager – Service Contracts

(Remote)

At Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds and by empowering our team members to drive delivery excellence with our customers. Siemens delivers solutions to improve how we live, work, and move today and for the next generation! We know that the only way a business thrive is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?

We are looking for Customer Success Manager responsible for Service Contracts for Industrial Systems & Solutions. This position can be based anywhere in the United States however someone located in the Alpharetta, GA, Harleysville, PA, Johnson City, TN, or Livonia, MI, is preferred.

You’ll make an impact by:

• Independently leading and managing complex service contracts from pre-booking to contract renewal.

• Inspire, supervise, direct, and coach the delivery team throughout the service contract term.

• Taking end-to-end responsibility for technical solutions, financial results, schedules, customer satisfaction, compliance and Environmental Health and Safety.

• Anticipating contract risks and initiating actions to mitigate risks and minimize non-conformance costs.

• Driving delivery excellence to ensure high contract renewal rates and expand contract-based and noncontract-based business with our contract customers.

Basic Objectives:

• Maintain constant and clear value-focused communication with customers, key suppliers, outside contractors, management, and other stakeholders throughout the contract term.

• Proactively manage scope, schedule, budget, and customer satisfaction throughout the contract term for this team member’s contract portfolio.

• Ensure that each contract customer understands the value delivered throughout each contract’s term.

• Identify risks and opportunities throughout each contract’s term and proactively manage contract delivery to maximize customer value and mitigate risks.

• Coordinate activities to align with the contract scope, schedules, and fiscal requirements while ensuring adherence to safety regulations.

• Identify and implement strategies/ programs to drive service volume based on industry trends and installed base targeting

• Drive growth in existing Service Agreement base through scope expansion. Responsible for renewing and expanding existing Service Agreement base from proposal generation through order acquisition and for acquiring new Agreement-based customers.

• Support structured demand generation programs to promote targeted service portfolio/ solutions to acquire new customers and promote targeted service portfolio/ solutions

• Develop contract execution plans like quality & testing plans, schedules, and risk registers. Implement recovery plans to address performance issues.

• Develop “Lessons Learned” to improve contract offerings.

• Develop and maintain the Siemens Contract Management Plan.

You’ll win us over by having the following qualifications:

Basic Qualifications:

• 5+ years of demonstrated contract or project management experience in an external client facing environment.

• High school Diploma or equivilant GED.

• 8+ years of overall professional experience

• Demonstrated leadership skills and proven track record of managing multi-disciplinary teams.

• Demonstrate command of project management methods as well as effective leadership and delegation skills.

• Excellent written and verbal communication skills, ability to present complex issues to multi-level audiences and effectively communicate progress and status to internal and external customers.

• This position requires strong leadership skills with team members who are in located in multiple geographies

• Support contract negotiations for large/ strategic service opportunities

• Understand important industry trends and correlate trends to drive incremental service opportunity

• Command of Microsoft Suite software products (Word, Excel, Project, PowerPoint, Outlook)

• Ability to travel (30% – 60%)

• Qualified applicants must be legally authorized for employment in the United States without the need for employer-based sponsorship currently or in the future.

Preferred Qualifications:

• Experience managing contracts incorporating Industrial Automation and Motion Control Technologies.

• PMP (Project Management Professional) certification with a solid understanding of project management processes & tools.

• Conceptual understanding of digital solution architectures such as machine/system control, process control, Manufacturing Executions Systems, process data management and cloud platforms in manufacturing applications

• Understanding manufacturing greenfield and brownfield launch processes and methodologies.

• Experience with enterprise software development programs.

• Understanding of industrial manufacturing shop floor environment and familiarity with OEM machine, line builder and systems integrator business functionalities

• Bachelor’s degree

You’ll benefit from:

• Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html

• The pay range for this position is $98,980 – $169,680 and the annual incentive will be 10% of the base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

Create a better #TomorrowWithUs

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers.

Our Commitment to Diversity, Equity, and Inclusion:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us. Learn more about our commitment to DEI here (https://www.siemens.com/us/en/company/environmental-society-governance/diversity.html) .

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens. They are an integral part of our Business Conduct Guidelines and our corporate strategy.

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