Position Overview
Lead a dedicated Customer Success team responsible for ensuring exceptional service delivery operations and customer satisfaction across all Siemens Engineering Segments. This strategic leadership role serves as the primary business partner interface between Global Technology & Infrastructure operations and engineering segments globally, driving customer success through proactive relationship management, operational excellence, and strategic planning.
Organizational Context
This role is part of a new organizational structure designed to enhance internal customer focus, developer efficiency, and service delivery excellence. The position leads a team of Customer Success Leaders, each dedicated to specific engineering segments, ensuring specialized attention and deep business and technical partnerships.
The position is available across multiple locations across EMEA; we welcome qualified candidates from locations not mentioned in the description to apply.
Key Responsibilities
Team Leadership & Development
Lead, mentor, and develop a team of three Customer Success Managers
Establish performance standards, KPIs, and success metrics for the customer success function
Foster a culture of customer-centricity and continuous improvement
Conduct regular team meetings, performance reviews, and professional development planning
Ensure consistent service delivery standards across all engineering segments
Strategic Business Partnership
Serve as primary escalation point for all operational issues across engineering segments
Develop and maintain strategic relationships with engineering segment leadership
Collaborate on annual budget planning and multi-year strategic technology roadmaps
Drive alignment between T&I services and business objectives
Facilitate cross-segment collaboration and knowledge sharing
Customer Success Management
Ensure exceptional customer satisfaction across all supported engineering segments
Establish and track engineering internal and industry performance benchmarks for build, validation and operations
Develop and implement customer success strategies and best practices
Monitor and report on customer satisfaction metrics and service delivery performance
Proactively identify and address potential service delivery challenges
Champion customer feedback and drive service improvement initiatives
Financial & Asset Management
Collaborate on budget planning and financial forecasting for supported segments
Optimize resource allocation and cost management
Provide financial reporting and analysis on service delivery costs
Support business case development for technology investments
Required Qualifications
Education
Bachelor's degree in Engineering, Computer Science, Information Technology, or related field
Master's degree in Business Administration or Technology Management preferred
Experience
8+ years of experience in engineering IT infrastructure, cloud technologies, or service delivery
5+ years of people management experience, preferably leading technical teams
3+ years of customer relationship management or business partnership experience
Experience with virtualization technologies and private cloud operations
Proven track record in budget management and financial planning
Technical Competencies
Deep understanding of engineering IT infrastructure, large-scale grids, virtualization, and cloud technologies
Knowledge of ITIL service management frameworks
Experience with enterprise-level service delivery, infrastructure operations, and gitops
Understanding of cybersecurity principles and compliance requirements
Business & Leadership Competencies
Strong business acumen and strategic thinking capabilities
Excellent stakeholder management and communication skills
Proven ability to build and maintain executive-level relationships
Experience in budget planning, financial analysis, and cost optimization
Change management and organizational development experience
Personal Attributes
Customer-focused mindset with passion for service excellence
Strong problem-solving and analytical thinking abilities
Strong infrastructure and systems design technical skills, ability to debate systems design tradeoffs
Excellent verbal and written communication skills
Cultural sensitivity and ability to work effectively in global environment
Adaptability and resilience in fast-paced, changing environments
Performance Metrics
Customer satisfaction scores across all engineering segments
Service delivery SLA compliance rates
Team performance and development metrics
Budget adherence and cost optimization achievements
Escalation resolution time and effectiveness
Cross-segment collaboration and knowledge sharing success
Travel Requirements
Up to 25% travel required for global stakeholder engagement and team coordination
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
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