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Siemens Digital Industries Software Customer Success Operations Manager in Erlangen, Germany

Job Family: Sales

Req ID: 442434

Customer Success Operations Manager

Erlangen

Go To Market – Revenue Operations /

Full-time /

Hybrid

Apply for this job (https://jobs.lever.co/mendix/f90ccecd-e3af-4d5e-a335-7dd4f30039a5/apply)

Mendix – the leading low-code application development platform:

The Mendix Platform uses visual modeling to abstract long-form coding out of application development. Our customers use Mendix to create and deploy better software for the enterprise, faster. Mendix enables collaboration between business users and developers to work together throughout the development process.

Read our Customer Stories (https://www.mendix.com/customer-stories/) to learn more about the wealth of software and solutions global organizations have built with the Platform.

At Mendix we strive to maintain a diverse, open, and safe working environment where people can be their true selves. We value every voice, celebrate individuality, and appreciate the diversity of thought and experience. People who work here are driven, smart, and really good at what they do.

As this market evolves, we encourage people of all skill levels to work with the platform, both for clients and candidates. Apply today to discover how you can make a meaningful impact with Mendix.

We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team in EMEA.

You will be the trusted business partner for the VP of Customer Success EMEA in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Responsibilities:

Reporting & Analysis:

  • Drive digital initiatives (SFDC integration/harmonization, dashboards for recurring reporting topics as well as ad hoc analysis).

  • Track & analyze leading indicators of renewals and upsell

  • Drive ARR enablement & ensure consistent ARR reporting

  • Defining & preparation of Quarterly Business Reviews (QBR) content, All Hands updates and monthly forecasting cadences.

  • Produce and manage dashboards and reports that the CSMs and CS Leadership can use as guiding resources for their business.

Portfolio Management:

  • Coordinate the definition and documentation of customer tiering characteristics.

  • Ensure new customers are assigned to the team appropriately.

Revenue Recognition:

  • Ensure that processes are complete end to end, working with Finance and Order Operations team to ensure the system reflects correct customer entitlement.

Risk Management:

  • Detect early signals of at-risk renewals and ensure the forecast accounts for these

Budget & Compensation:

  • Produce accurate fiscal planning expectations in collaboration with from CS leadership & EMEA zone leader

  • Determine and document the metrics on which variable compensation is based & targets definitions

Cross-Functional Coordination:

  • Coordinate cross-functional processes that help maximise efficiency of customer success team; especially with GSCS – Counterpart, Partnering, alignment (Tools, definitions, standards, etc.)

Enablement:

  • Produce & manage materials and information that help CSMs work more effectively.

Requirements:

  • SaaS knowledge required

  • Passion for designing processes that scale

  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

  • Enjoys “getting their hands dirty” by digging into complex operations

  • Takes high degree of ownership over their work

  • Clear communicator with professional presence

  • Ability to lead through influence

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If you see a job description and think, “I’d be perfect for that” but your experience doesn’t align perfectly with the qualifications – don’t let that hold you back. We’re always eager to hire talented, passionate candidates – so give it a try and apply.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .

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Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .

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