Software as a Service (SaaS) Project Manager / Customer Success Manager
Role overview and responsibilities for a SaaS Project Manager / Customer Success Manager at Agilent. This role combines managing the onboarding and deployment of SaaS solutions with driving customer adoption, providing training, and ensuring long-term customer retention for SaaS and subscription-based offerings. The candidate acts as a functional project manager during implementation, collaborates with customers to integrate Agilent products, and builds strong relationships to maximize value and secure ongoing partnership. The role requires the ability to manage multiple tasks and priorities in a fast-paced environment and an aptitude for learning, installing, and demonstrating software applications.
Key Responsibilities
- Customer Onboarding and Deployment:
- Manage 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 customers for successful deployment.
- Develop and maintain project plans and documentation based on client needs, ensuring timelines are clearly communicated and met.
- Lead meetings, provide regular updates to customers, and collaborate with internal teams.
- Mitigate project risks by understanding customer needs and goals; escalate issues and collaborate with relevant teams to resolve them.
- Customer Success and Retention:
- Be the primary point of contact for customers using Agilent\'s SaaS portfolio.
- Identify customer goals and outcomes, driving activities to nurture relationships.
- Provide comprehensive training (virtual or in person) on solution settings and visualizations to enable value realization.
- Drive product adoption by communicating value and benefits of Agilent\'s SaaS solutions.
- Monitor and track key metrics related to customer retention and satisfaction (customer health).
- Work with internal teams (Sales, Support, Product Development) to ensure timely issue resolution and follow-through on customer feedback.
- Manage multiple accounts and priorities while maintaining focus on customer success.
- Continuous Improvement:
- Contribute to special projects to enhance service deployments, internal processes, and retention/satisfaction.
- Stay updated on new releases and product functionalities to ensure adoption and implementation success.
- Assist with training and ramp-up 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 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
This job has a full time weekly schedule and includes the option to work remotely.
Our pay ranges are determined by role, level, and location. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at:
Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.
Travel and Scheduling
Travel Required: 25% of the Time
Shift: Day
Duration: No End Date
Job Function: Services & Support
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📌 Software as a Service(SaaS) Project Manager / Customer Success Manager
🏢 Agilent Technologies
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