Stands for Software as a Service(SaaS) Project Manager / Customer Success Manager

Job Description

Role Overview:

The SaaS(Stands for Software as a Service) Project Manager / Customer Success Manager is a pivotal role at Agilent, combining the responsibilities of managing the successful onboarding and deployment of our SaaS solutions with the crucial task of driving customer adoption, providing training, and ensuring long-term customer retention for our SaaS and subscription-based offerings. This role requires an individual who can act as a functional project manager during implementation, collaborating closely with customers to integrate Agilent products into their environment, while simultaneously building strong, positive relationships to maximize the value customers receive from our solutions and secure their continued partnership with Agilent. A successful candidate possesses the ability to manage multiple tasks and prioritize effectively in a fast-paced environment, has an aptitude for learning, installing, and demonstrating software applications.

Key Responsibilities:

• Customer Onboarding and Deployment:
  • Manage the end-to-end onboarding and deployment of Agilent's SaaS solutions for new customers.
  • Serve as a functional consultant to provide expert guidance on optimal configuration and prepare them for successful deployment.
  • Develop and maintain project plans and documentation based on client needs, ensuring project expectations and timelines are clearly communicated and met.
  • Lead meetings, provide regular updates to customers and collaborate with internal teams.
  • Mitigate project risks by thoroughly understanding customer needs and goals, ensuring the effective delivery of Agilent services. Escalate client issues (when appropriate) and collaborate with relevant teams to find solutions.
• Customer Success and Retention:
  • Be the primary point of contact for customers utilizing Agilent's SaaS Portfolio.
  • Proactively identify customer goals and desired outcomes, driving key activities to develop and nurture relationships with customers.
  • Provide comprehensive training (virtual or in person) and guidance on solution settings and visualizations to enable customers to gain valuable insights and achieve their objectives.
  • Drive product adoption by highlighting the value and benefits of Agilent's SaaS solutions.
  • Monitor and track key metrics related to customer retention and satisfaction as part of customer health tracking efforts. The CSM will be measured on these metrics.
  • Work closely with internal teams (e.g. Sales, Support, Product Development) to ensure seamless communication, timely issue resolution, and effective follow-through on "Voice of Customer" feedback, curating a positive customer experience.
  • Effectively manage multiple accounts and competing priorities while maintaining focus on customer success.
• Continuous Improvement:
  • Contribute to special projects aimed at enhancing service deployments, improve internal processes, and customer retention/satisfaction.
  • Stay abreast of new releases and product functionalities to ensure successful adoption and implementation.
  • Assist with training and ramp-up efforts as the product portfolio expands.

Qualifications

Minimum Requirements:

• Bachelor’s Degree required or equivalent.
• Exceptionally Proficient in Korean and English language required
• Proven track record of successful project delivery within an implementation team or in a related role is preferred.
• Minimum of 2 years of previous Customer Success experience or comparable experience.
• At least 2 years of experience working with Software-as-a-Service (SaaS) solutions is preferred.
• Experience working with remote teams and a remote customer base is preferred.
• Strong self-operating skills to manage workload effectively
• Willingness to work outside of normal business hours up to 20% to accommodate client needs.
• Ability to undertake occasional travel (up to 25%) as required.

Additional Details

Travel Required:

Shift:

Duration:

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