Job Family: Customer Services

Req ID: 407581

We are looking for a strategic Customer Support leader that can help to build and drive our Global PLMS (Product Lifecycle Management Support) North American Teamcenter team. As a Director of Customer Support, you will lead a team of Customer Support Managers and support agents that will work cross-functionally with multiple internal teams to ensure alignment with customer goals and objectives. Your team will play a primary role in engaging with customers to ensure software adoption and proactive customer support with additional focus on Expansion and Renewals.

This is a tremendous opportunity to build the Support organization within Siemens to provide customer success and satisfaction.

Responsibilities:

Lead and inspire a team of Managers and Engineers, providing guidance, mentorship, and support while representing defect and enhancement requests in RD meetings.

Develop and implement Support team’s strategic vision, goals, and objectives in alignment with the company's overall SaaS strategy.

Allocate Global resources and manage project risks to ensure successful outcomes.

Collaborate with other departments to align engineering efforts with business priorities and ensure cross-functional collaboration with focus on LAER business model.

Work with stakeholders across the business to drive an optimal and frictionless customer experience. Partner with Cloud Services teams to seamlessly manage platform and product issues.

Represent the global PLMS Teamcenter support team in meetings, conferences, and industry events to evangelize and promote efficient business practices across functional teams.

Proactively hold regular meetings with Customer Success Managers, focusing on priority customers and systemic issues

Management of cost center across expense approvals, merit, travel and employee recognition.

Communicate effectively with internal and external stakeholders, presenting technical concepts and project updates in a clear and concise manner.

Monitor project progress, identify bottlenecks, and implement corrective measures as needed.

Act as a role model and evangelist for modern product support practices.

Recruit, hire, train, and retain top engineering talent.

Set performance expectations, conduct periodic performance evaluations, and provide constructive feedback to team members.

Foster a culture of technical excellence, encouraging collaboration, and facilitating professional development.

Collaborate with executive management, customers, and other partners to understand business requirements and translate them into support initiatives.

Your Success is grounded in:

Bachelor’s or master’s degree in computer science or engineering or a related field.

At least 10 years of experience in software support and success with strong understanding of all aspects of the software development lifecycle

Teamcenter PDM software application experience is required.

3-5 years of proven experience in leading teams in a managerial capacity

Strong oral and written communication skills

Excellent leadership and management skills, with the ability to motivate and inspire teams.

Experience working with teams from different cultures and backgrounds.

Travel required for 5% of time for alignment with global partners.

Experience with leading and facilitating problem solving workshops.

Position can be based near any major United States City

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants shall not require employer sponsored work authorization now or in the future for employment in the United States.

Preferred Knowledge/Skills, Education, and Experience

Advanced technical degrees and relevant certifications

Hands-on experience with CRM application. (SFDC preferred)

Industrial automation / IoT / Cloud experience a plus.

This position will be subject to U.S. export control requirements under the International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR). Employment is contingent on either verifying the U.S. Person status or obtaining any necessary export license.

Siemens Software. Transform the Everyday

The salary range for this position is $171,900 to $309,400 and this role is eligible to earn incentive compensation. The actual compensation offered is based on the successful candidate’s work location as well as additional factors, including job-related skills, experience, and relevant education/training. Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: www.benefitsquickstart.com . In addition, this position is eligible for time off in accordance with Company policies, including paid sick leave, paid parental leave, PTO (for non-exempt employees) or non-accrued flexible vacation (for exempt employees).

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