Software as a Service(SaaS) Project Manager

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 SaaS solutions with driving customer adoption, providing training, and ensuring long-term customer retention for SaaS and subscription-based offerings. This role acts as a functional project manager during implementation, collaborating closely with customers to integrate Agilent products into their environment, while building strong relationships to maximize value and secure ongoing partnership.

A successful candidate can manage multiple tasks and priorities in a fast-paced environment, with an aptitude for learning, installing, and demonstrating software applications.

• 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 expectations and 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 as appropriate and collaborate with relevant teams to implement 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; 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 highlighting 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; success will be measured on these metrics.
  • Collaborate with internal teams (e.g., Sales, Support, Product Development) to ensure seamless communication, timely issue resolution, and 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 increase 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.
    Qualifications

Minimum Requirements:

• Bachelor's Degree required or equivalent.
• Exceptional proficiency in Korean and English required.
• Proven track record of successful project delivery within an implementation team or related role preferred.
• Minimum of 2 years of previous Customer Success experience or comparable experience.
• At least 2 years of experience working with SaaS solutions preferred.
• Experience working with remote teams and a remote customer base 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 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: 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