Customer Operations & Success Manager (f/m/d)

About the Role

Location
Germany
Bayern
Erlangen
Organization
Grid Technologies
Business Unit
Digital Grid
Full / Part time
Full-time
Experience Level
Experienced Professional
A Snapshot of Your Day 

Being part of the Customer Operations and Engagement Team, the successful adoption of our digital products by our customers is on top of your agenda. After our team daily, where we quickly exchange about the most important team activities of the day, you will check the status of the customers assigned to you, by logging in to our IoT platform and checking their connected devices.

A new customer, who recently received a power transformer from our factory is about to be onboarded today. You remotely guide the customer through the necessary steps, how to connect their transformer to our IoT platform and take the first steps together with them. Meanwhile, you validate that the system is working as expected and all data is received. You plan the next steps with the customers, which include a user training and regular touchpoints over the next weeks.

In the afternoon, you receive a ticket from the support hotline, that one of your assigned customers is not able to see recent data anymore. Together with the R&D team, you troubleshoot the case and find out that the error was caused by changed firewall settings at customer’s premise. Telling the customer’s IT staff, which settings need to be updated, you could resolve the malfunction quickly.
During your engagements with the customers, you gained valuable insights and feedback about the use of our products, which you share afterwards with the product managers and discuss, how we can improve the usability and experience with our products.



How You’ll Make an Impact 
  • You’re the go-to-person for all operational aspects of our digital IoT and Edge products for your customers
  • You support selected customers, with a focus on DACH region customers, on their digital journey, helping them to install and onboard our digital products and guide them in the usage and adoption, with the target to ensure a successful adoption by our customers
  • Working with customers on a daily basis, you continuously strive to optimize our products, by understanding the users and their daily job to be done, how our products support them, and share that insights and feedbacks with our product management
  • You define requirements of the product which improve the overall customer journey and customer experience
  • You support creation of customer facing material, just as tutorial videos and how-to guides
  • You support our product managers in validating new features and ideas and get a customer voice on it
What You Bring
  • Completed university degree in computer science, mechanical- or electrical engineering or comparable education; alternatively you completed a technical apprenticeship with additional education and several years of professional experience
  • First professional experience and proven success record in similar roles driving new digital portfolio and digital transformation. 
  • Hands on experience in applying digital products in OT environments, experience with different areas of digital technologies, like SCADA, networks, IoT devices, software, cloud architectures 
  • Experience with high voltage energy assets, such as transformers and switchgear is a plus
  • Strongly solution oriented and customer centric mindset, eager to learn about new technologies 
  • You are thrilled by new technologies, you have profound understanding of IoT, digitalization and automation and you keep an eye on the latest developments in this space
  • Since you worked in an international environment, you communicate fluently both in English and German (mandatory)
About the Team

At Digital Grid we are creating solutions for future needs of the grid. 
We provide power system engineering expertise, to help our Customers identify, classify and mitigate existing and future power system risks. 
We integrate Internet of Energy (IoE) in our digital solutions to enhance performance of the grid monitoring, control and automation systems.
We enable integration of renewables using next generation power electronic platforms and applications.

Check out this video to see what we do here! https://bit.ly/3qwFP0a 

Who is Siemens Energy? 

At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 92,000 dedicated employees, we not only generate electricity for over 16% of the global community, but we’re also using our technology to help protect people and the environment. 

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation. 

Our Commitment to Diversity 

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences. 

Rewards/Benefits 
  • You will be part of the future oriented Digital Grid team and contribute to develop our Internet of Energy business, that has a strategic importance for Siemens Energy on becoming leading digital company 
  • You will be accumulating experience regarding the entire portfolio of products, solutions and services of our Transmission division and will have exposure to all management levels, which will give many options to develop your career
  • We offer a modern workplace and high flexiblity working hybrid/remote to improve work-life-integration 
We value equal opportunities and welcome applications from people with disabilities.
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