Software as a Service(SaaS) Project Manager

5 days ago

Canberra, ACT, Australia Agilent Technologies Full time
Overview

Software as a Service(SaaS) Project Manager / Customer Success Manager at Agilent Technologies

Role focuses on managing onboarding and deployment of SaaS solutions, driving customer adoption, providing training, and ensuring long-term retention for Agilent's SaaS and subscription-based offerings. The role acts as a functional project manager during implementation, collaborating with customers to integrate Agilent products and building strong relationships to maximize customer value and partnership continuity.

Responsibilities
  • Customer Onboarding and Deployment
    • Manage end-to-end onboarding and deployment of Agilent\'s SaaS solutions for new customers.
    • 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 clear 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 when appropriate and coordinate with relevant teams to resolve them.
  • Customer Success and Retention
    • Serve as the primary point of contact for customers using Agilent\'s SaaS portfolio.
    • Identify customer goals and drive activities to develop and nurture relationships.
    • Provide comprehensive training (virtual or in person) and guidance on solution settings and visualizations.
    • Drive product adoption by highlighting value and benefits of Agilent\'s SaaS solutions.
    • Monitor customer health metrics related to retention and satisfaction; performance will be measured on these metrics.
    • Collaborate with Sales, Support, Product Development to ensure seamless communication and resolution of issues; act on Voice of Customer feedback.
    • Manage multiple accounts and competing priorities while maintaining focus on customer success.
  • Continuous Improvement
    • Contribute to special projects to enhance service deployments, improve processes, and boost retention/satisfaction.
    • Stay informed about new releases and product functionalities to ensure successful adoption.
    • Assist with training and ramp-up as the product portfolio expands.
    Qualifications
    • Bachelor's Degree or equivalent.
    • exceptionally proficient in Korean and English required.
    • Strong track record of successful project delivery within an implementation team or related role preferred.
    • Minimum 2 years of prior Customer Success experience or comparable.
    • At least 2 years of experience with Software-as-a-Service (SaaS) solutions preferred.
    • Experience working with remote teams and remote customers preferred.
    • Strong self-management skills to handle workload effectively.
    • Willingness to work outside normal business hours up to 20% to accommodate client needs.
    • Ability to travel occasionally (up to 25%) as required.
    Details
    • Employment type: Full-time
    • Travel: 25% of the time
    • Shift: Day
    • Duration: No End Date
    • Location details: Remote-friendly; full-time weekly schedule

EEO: 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.


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