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Customer Success Listening Manager
As part of our Customer Success team, you will be responsible for developing customer listening programs for the Siemens Software XaaS portfolio and coordinating best practice and activities across the digital experience. You will develop standardized programs to measure customer experience across the customer journey – from assisting the product teams during their discovery, early access, and beta phases, to evaluating customer satisfaction and sentiment during product usage, to advising on follow-up processes to complete a closed-loop system. This role will also develop methods to understand how community activity contributes to the customer listening model and coordinate best practice and activities across the digital experience.
This is an obsessively customer focused role and one that works cross-functionally with other stakeholders and partners.
Responsibilities & Capabilities
Use best practices to develop a standardized program to capture customer experiences across a portfolio of XaaS and related products
Collaborate with the digital adoption, product development teams, and Customer Success Managers, to recommend a strategy that provides actionable metrics
Integrate customer listening results with product telemetry to build a complete picture of the customer experience
Develop a closed-loop process that generates notifications when follow-up is needed, documents the resolution, and helps inform advocacy programs
Evaluate community activity as a contributor to the larger customer listening effort
Ensure coordination with currently existing feedback programs that evaluate assisted and online support quality
Required Knowledge/Skills, Education, and Experience
Bachelor’s degree required
A minimum 5 years relevant experience in a XaaS environment
A thorough understanding of current survey methodologies and best practices
The ability to analyse and interpret data to drive continuous improvement and optimizations
Strong project management skills and the ability to manage multiple projects in parallel
Strong communicator and highly analytical working with multiple stakeholders
Preferred Knowledge/Skills, Education, and Experience
Excellent writing skills
A passion for driving Customer satisfaction
You're a team-player with a collaborative approach to work
- Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States. Qualified Applicants must be legally authorized for employment in the United States.
Siemens Industry Software Inc.
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