Sr. Customer Success Manager / Program Manager About Us Imagine a company that combines the dynamic energy of a start-up and the backing of Siemens, a global powerhouse. A company where ideas, passion, and ingenuity are valued - and - vital to solve the next generation of smart building challenges and help customers achieve net carbon zero goals. Enlighted is human-centered proptech company that creates positive transformation wherever space, people and work meet through our industry leading technology. We empower organizations with this technology to transform physical spaces into regenerative places that fuel positive impact for people, portfolio, and our planet. Our team is constantly evolving to deliver exceptional value to customers worldwide and remain at the forefront of future-proofing building with our innovative solutions. If you are passionate about turning everyday spaces into extraordinary places – join us – and start making your impact today. Position Overview As Sr. Customer Success Manager / Program Manager you will play a key role for in the growth of key accounts. As a Key Account owner, you will work to drive the most value and the best experience out of the Enlighted products and services for key enterprise accounts as you guide them through their end-to-end Enlighted journey ensuring that the voice of customer is represented internally at all phases. You will also be the point personal for the top customers with technical programs by partnering with several cross-functional teams to identify and address technical requirement adherence in a proactive manner. Responsibilities Customer Relationship Management Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist). Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities. Gathers information on the business objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Account Planning Drives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches. Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with sellers lead to upsell, and transition to Unified Support by aligning to local growth goals across solution areas. Supports the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies. Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing opportunities (e.g., add-ons, expansions, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Proactively seeks opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience. Program Management Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations. Leads complex internal technical/sales teams or partners to address (e.g., involving large number of teams, multi-technology), using a breadth of technical knowledge to identify a broad set of internal teams and ensure progress across solution areas. Identifies and mitigates blockers to customer success goals. Leads and is accountable for the direction of solution deliveries and secures resources to deliver on customer obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Analyzes and leverages support-related feedback across a practice area and recommends solutions to drive continuous process improvement. Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects. About You At least 4+ years of customer facing experience: Customer Success, Consulting, Sales, Solutions/Sales Engineering, or related field. At least a four-year degree in higher education. You are obsessive about delivering a world class customer experience. You have experience working for companies that sell IoT, and/or SaaS products and/or experience working with products integrating with third-party data and IoT devices. You have experience working with enterprise customers on large scale rollouts with a proven track record of success. You have proven experience of engaging and influencing C Level executives. You have proven global program management and organizational skills. You excel at setting/managing expectations and goal setting with customers throughout the customer journey. You have knowledge of Salesforce or other CRM tools, SaaS, and software architecture. You can comfortably work with and provide feedback to technical and non-technical team members. You have outstanding written and oral communication skills – you will frequently be writing and presenting materials directly to our clients. You are an analytical and data driven decision maker with a strong ability to collaborate across teams. Passionate, entrepreneurial spirit and a desire to work in a fast-paced environment. Willingness to travel up to 25% to meet with customers. Bonus Points For: You have experience working in the Corporate Real Estate or CRE Tech / SaaS industries You have expertise in cloud services and infrastructure You have experience operating enterprise SaaS and/or IoT products You have a PMP certification or similar Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons. (Candidates hired to work in USA) Our Team Everything we do at Enlighted is underpinned by our values. We know it is not just what we do that matters, it is how we do it that makes the difference. We expect all team members to live our values and create a culture where everyone is inspired to be their best. You have a unique opportunity to chart your professional path by owning your development, your career, and your future. We encourage all employees to hone their skills, acquire new ones, and explore continued opportunities within Enlighted and Siemens – the brightest way to advance your career! What We Offer Meaningful and challenging work opportunities with competitive pay Flexible work models to balance your work and life in the ways that suit you best, including virtual, in-person, hybrid and on-site. Dynamic, modern work environments that promote collaboration and creativity Generous medical, dental, vision and mental health counseling benefits Matching 401K program Share matching program Competitive vacation policies to disconnect from work and recharge #SI_RSS_BRI #LI-DM4 #LI-REMOTE #RSS Organization: Smart Infrastructure Company: Building Robotics Inc. Experience Level: Experienced Professional Full / Part time: Full-time Equal Employment Opportunity Statement Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. 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