Software as a Service(SaaS) Project Manager

Software as a Service (SaaS) Project Manager / Customer Success Manager at Agilent Technologies. The role combines managing onboarding and deployment of SaaS solutions with driving customer adoption, training, and long-term retention for Agilent's SaaS and subscription-based offerings. The candidate acts as a functional project manager during implementation, collaborating with customers to integrate Agilent products and build strong relationships to maximize value and secure ongoing partnership.

• 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; ensure timelines and expectations 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 client issues when appropriate 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.
  • Proactively identify customer goals and outcomes; drive activities to develop and nurture relationships.
  • Provide comprehensive training (virtual or in person) and guidance on solution settings and visualizations to enable customers to gain insights and achieve objectives.
  • Drive product adoption by communicating 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.
  • Collaborate with Sales, Support, Product Development and other internal teams to ensure timely issue resolution and effective follow-through on Voice of Customer feedback.
  • Effectively manage multiple accounts and competing priorities while maintaining focus on customer success.
• Continuous Improvement
  • Contribute to special projects to enhance service deployments, improve internal processes, and improve customer retention/satisfaction.
  • Stay informed about new releases and product functionalities to ensure successful adoption and implementation.
  • Assist with training and ramp-up efforts as the product portfolio expands.

Minimum Requirements:

• Bachelor's Degree required or equivalent.
• Exceptionally proficient in Korean and English 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.

This job has a full-time weekly schedule. It 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: https://careers.agilent.com/locations

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 Required: 25% of the Time

Shift: Day

Duration: No End Date

Job Function: Services & Support

• Mid-Senior level

• Full-time