Role Overview:
We are seeking a highly skilled and experienced Manager for our Customer Support Analytics & Technology Operations team. This role involves managing a small team of analysts to drive and improve the operations of our large global technical customer support organization. The successful candidate will evaluate, propose and deploy new metrics, dashboards and analytics best practices to improve overall efficiency and operations of our customer service teams. Part the role will also include assessing new technologies in the market, including LLMs and other AI-based solutions, to enhance the analytics capabilities and productivity of our customer support engineers. Additionally, this role requires creating and communicating professional analytics reports to various stakeholders.
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Key Responsibilities:
- Lead and manage a team of analysts, ensuring the smooth operation and continuous improvement of our global technical customer support organization.
- Collaborate with cross-functional teams to understand and address their analytical needs, providing insights and recommendations for improvement by creating and maintaining an array of dashboards which measure case-tracking (Salesforce), support website browsing, knowledge database usage, and email campaign effectiveness.
- Develop and deliver comprehensive analytics reports to various stakeholders, ensuring data-driven decision-making and strategic planning.
- Foster a culture of data-driven excellence within the customer support organization.
- Evaluate and implement new technologies, with a focus on AI and LLM solutions, to increase the productivity of customer support engineers.
Must-Have Qualifications:
- Bachelors + at least 5 years of relevant work experience in a hi-tech software environment
- Proven experience in data analysis and visualization using Python.
- Strong development skills with Power BI.
- Exposure to technical customer support and customer success within the software industry.
- Excellent presentation skills, with the ability to create and deliver persuasive and impactful presentations to various stakeholders.
- Strong persuasive communication skills, with the ability to influence and drive change.
Preferred Qualifications:
- Familiarity with QlikView and Salesforce.
- Prior experience with customer success platforms and metrics, such as Zendesk, Gainsight, Freshworks, Totango, HubSpot, ClientSuccess, etc.
- Experience in deploying and managing AI technologies within a customer support environment.
Why us?
Working at Siemens Software means flexibility - Choosing betweenworking at home and the office at other times is the norm here. We offer greatbenefits and rewards, as you'd expect from a world leader in industrialsoftware.
A collection of over 377,000 minds building the future, one day ata time in over 200 countries. We're dedicated to equality, and we welcomeapplications that reflect the diversity of the communities we work in. Allemployment decisions at Siemens are based on qualifications, merit, andbusiness need. Bring your curiosity and creativity and help us shape tomorrow!
SiemensSoftware. Transform the Everyday
The salaryrange for this position is $99,000 to $178,200 and this role is eligible toearn incentive compensation. The actual compensation offered is based on thesuccessful candidate's work location as well as additional factors, includingjob-related skills, experience, and relevant education/training. Siemens offers a variety of health andwellness benefits to employees. Details regarding our benefits can be foundhere: www.benefitsquickstart.com. In addition, this position is eligible for time offin accordance with Company policies, including paid sick leave, paid parentalleave, PTO (for non-exempt employees) or non-accrued flexible vacation (forexempt employees).
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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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