Senior Program Manager - Customer Service (Remote)

Siemens Large Drives Business is looking for a multifaceted Senior Program Manager to join the Service Innovation team of the Customer Service Business Unit of our new motors and large drives company Innomotics.

Launch Of Our New Company Innomotics

We are on the exciting journey of forming a new leading motors and large drives company – Innomotics. Under this name, Siemens is combining its business activities in the areas of low- to high-voltage motors, geared motors, medium-voltage converters and motor spindles. Headquartered in Nuremberg, Germany, our company will employ ~ 14,000 employees worldwide and operate in almost 50 countries. Motors and electric drive systems are our new company’s business and passion: We count on 150 years of experience in motor manufacturing and our portfolio includes an innovative solutions and digitalization portfolio as well as a broad range of service offerings. Innomotics embodies our vision, values and commitment to innovation and excellence in everything we do: reliable motion in a digital world.

Position Overview

This role is to drive growth and customer excellence inside the Customer Service world. You will report into the Service Innovation Lead and take ownership of multiple programs optimizing processes and tool landscape to make the customer experience world-class with the new motors and large drives company Innomotics. You will need to show an ability to lead multiple programs at the same time, clearly communicate objectives, drive and influence outcomes and collaborate with cross functional teams to make an impact across customer service growth & delivery excellence programs.

Responsibilities

• Customer Engagement Success -
• Report out monthly updates to Install Base data.
• Proactive Service Enablement – Influence the Sales team through monthly pipeline calls and driving accountability of the Sales opportunity progression.
• LDA Portal Engagement – Increase both internal and external user enrollment & engagement with LDA Portal. Support migrating customer facing features & opportunities from current system to LDA Portal. Remove hurdles and issues.
• Equipment & Customer data (Install Base) analysis – Handle all Data of all Customers. Applying the tools and processes surrounding the Install Base Tool which ties all customers to the equipment that they have. You will use your Data analytics skills to gather both equipment and customer data, manage the data and use the data to make insights for developing growth plans.
• VIP Program Management – Partner with Account managers to provide world class value to our VIP customers by crafting, developing, and maintaining a suite of services with tools and process.
• NPS Program Management – Own customer feedback survey (e.g. Net Promoter Score) process to gather data about how the customers are experiencing our services, report out on a regular basis and work on sprints collaborating with service delivery functional leads to achieve an increase in customer experience scores.
• Enable Service Growth by collaborating with the business developers and service product managers to harvest install base to find opportunities to drive growth for the company.
• Sales & Customer Webinars – Run series of training programs for both internal partners (Service Talks) and external customers (Webinars) with subject matter authorities on topics surrounding the service products, lifecycle service value, processes, tools, etc.
• Drive Improvements to Customer Install Base data quality.

Required Knowledge/Skills, Education, And Experience

• Ability to prioritize multiple activities in an exciting fast paced environment.
• Excellent interpersonal and communication (Written, Verbal and Presentation) skills
• Demonstrated experience using data and process knowledge to identify and solve problems
• 8+ years of experience leading programs related to business growth and/or customer service
• Bachelor’s degree in Engineering, Business, or Finance (or equivalent work experience)

Preferred Knowledge/Skills, Education, and Experience:

• Experience working with data visualization & reporting tools
• Customer engagement & Sales Process Experience
• Experience working with O&G, Power Generation, Minerals, Mining, Metals and/or other process industries

Why you will love working at Siemens

• Medical, dental, prescription and vision coverage, first day of employment
• Flexibility to work remote a few days a week.
• Career development opportunities
• Education and tuition reimbursement programs available
• Matching 401(k)(immediate employer match)
• Competitive paid time off plan, paid holidays, and floating holidays, Paid parental leave
• Competitive compensation (salary and bonus) based on qualifications

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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