Software as a Service(SaaS) Project Manager

Role Overview

The SaaS Project Manager / Customer Success Manager at Agilent drives onboarding and deployment of SaaS solutions, leads customer adoption and training, and ensures long-term retention for SaaS and subscription-based offerings. The role acts as a functional project manager during implementation, collaborating with customers to integrate Agilent products into their environment while building strong relationships to maximize value and secure ongoing partnership. The successful candidate can manage multiple tasks in a fast-paced environment, and 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 customers 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 understanding customer needs and goals, ensuring the effective delivery of Agilent services. Escalate client issues (as 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 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 insights and achieve 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; 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 effective follow-through on Voice of Customer feedback to curate 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, improving internal processes, and increasing 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 or equivalent.
  
• Proficient in Korean and English language.
  
• 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 Software-as-a-Service (SaaS) solutions (preferred).
  
• Experience working with remote teams and a remote customer base (preferred).
  
• Strong self-operation 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 is a full-time role with the option to work remotely.

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.

Travel required: up to 25%. Shift: Day. Duration: No End Date. Job Function: Services & Support. 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 category under applicable laws.

Seniority and Employment Type

• Seniority level: Mid-Senior level
  
• Employment type: Full-time
  

Job Function

Services & Support

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