Customer Success Adoption Analyst

Siemens; Milano; Sur place; EUR 55 000 - 67 000; Plein temps

Résumé du poste

Siemens Mobility in Milano, Italy, is hiring a Customer Success Adoption Analyst to help customers adopt and maximize value from grid software SaaS solutions. You will drive adoption, design future-state workflows, and collaborate across teams to realize tangible business outcomes.

Responsibilities include analyzing as-is processes, developing change management plans, coordinating training, and tracking adoption KPIs to continually improve the customer journey.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Business Administration, or a related field.
• At least 3 years of experience in Business Analysis, Customer Success, Adoption, Change Management, or a similar role.
• Professional proficiency in English.
• Strong understanding of distribution grid operations, grid planning, and IT/OT landscapes.
• Ability to analyze technical information, business processes, and system architectures, translating complexity into practical customer-focused solutions.

Responsabilités

• Analyze customers' current ('as-is') business processes, identify inefficiencies and opportunities for improvement, and design optimized future-state ('to-be') workflows.
• Conduct gap analyses and support the development of process documentation, operating procedures, and transition plans.
• Develop and execute change management strategies that drive user engagement and adoption.
• Perform stakeholder and impact assessments and tailor communications to different audiences.
• Create and support customer communication plans, ensuring clear, timely messaging during transformation.
• Identify learning needs and coordinate role-based training programs and enablement materials.
• Measure training effectiveness and improve learning experiences based on feedback.
• Provide Hypercare support post-deployment as trusted advisor during adoption stages.
• Monitor adoption trends and recommend enhancements to processes and solution portfolio.
• Partner with customers to define, track, and measure adoption KPIs and business outcomes.

Connaissances

Communication skills

Facilitation

Stakeholder management

Formation

Bachelor's degree in Engineering, Computer Science, Business Administration, or a related field

Description du poste

At Siemens, we enable sustainable progress through technology, connecting the real and digital worlds to improve how we live, work, and move.

We put our people first - creating a diverse, global environment where you can grow, take ownership, and make a real impact from day one.

Here, your ideas turn into innovative solutions that transform industries, infrastructure, mobility and everyday life.

Your next chapter starts here!

Your role:

As a Customer Success Adoption Analyst, you will be part of our Grid Software organization, helping customers successfully adopt and maximize the value of innovative SaaS solutions for power distribution and grid management.

You will play a key role in ensuring that digital solutions are not only implemented but fully embraced and embedded into customers’ everyday operations. Your activities will include analyzing and redesigning business processes, supporting change management initiatives, developing adoption and communication plans, and collaborating closely with customers, Customer Success Managers, project teams, and local grid operators to accelerate value realization and long-term business outcomes.

You'll make an impact by:

• Analyzing customers’ current ("as-is") business processes, identifying inefficiencies and opportunities for improvement, and designing optimized future-state ("to-be") workflows aligned with business objectives and industry best practices.
• Conducting gap analyses and supporting the development of process documentation, operating procedures, and transition plans to enable sustainable organizational change.
• Developing and executing change management strategies that drive user engagement, increase adoption, and reduce resistance to change.
• Performing stakeholder and impact assessments and tailoring communication and engagement activities to different audiences across the organization.
• Creating and supporting customer communication plans, ensuring clear, consistent, and timely messaging throughout the transformation journey.
• Identifying learning needs and coordinating role-based training programs, workshops, webinars, user guides, and enablement materials to support successful adoption.
• Measuring training effectiveness, gathering feedback, and continuously improving learning experiences based on customer insights and adoption outcomes.
• Providing Hypercare support during post-deployment phases, acting as a trusted advisor for users and customer champions during critical adoption stages.
• Monitoring adoption trends, identifying risks and barriers, and recommending enhancements to business processes and the Grid Software solution portfolio.
• Partnering with customers to define, track, and measure adoption KPIs and business outcome metrics that demonstrate solution value and business impact.
• Collaborating with Customer Success Managers and account teams to increase solution utilization, maximize return on investment, and support customers in achieving their desired business outcomes.

What makes you a great match:

Core Requirements

• Bachelor's degree in Engineering, Computer Science, Business Administration, or a related field.
• At least 3 years of experience in Business Analysis, Customer Success, Adoption, Change Management, or a similar role, preferably within the energy sector and SaaS deployment environments.
• Strong understanding of distribution grid operations, grid planning, and IT/OT landscapes.
• Ability to analyze technical information, business processes, and system architectures, translating complexity into practical customer-focused solutions.
• Excellent communication, facilitation, and stakeholder management skills.
• Professional proficiency in English.

Preferred Requirements

• Experience with organizational change management methodologies such as Prosci, Kotter, or similar frameworks.
• Additional European language skills, such as Italian, German, French, or Spanish.
• Experience supporting enterprise software transformations and digital adoption initiatives.
• Familiarity with customer success practices, adoption frameworks, value realization methodologies, and SaaS business models.
• Previous experience working with utilities, local grid operators, or organizations involved in energy distribution and grid modernization.

What you'll benefit from:

At Siemens, we foster a results-driven and trust-based environment, offering a flexible hybrid working model that supports both performance and work‑life balance.

You’ll have access to a comprehensive wellbeing ecosystem, including dedicated parenthood support, health reimbursement programs, and psychological support services.

Our welfare offering is designed to enhance overall quality of life, while continuous learning opportunities enable your ongoing personal and professional growth.

PERMANENT: The Total Target Cash (Base + Variable) Pay Range for this position is €55.000–67.000€ annually. The actual offer will be determined within this range, based on the candidate’s experience, knowledge, skills, and qualifications.

We celebrate the uniqueness of every individual and the value that diverse perspectives bring. We are committed to fostering an inclusive and respectful workplace where everyone has equal opportunities to grow and succeed.

At Siemens, we are an equal opportunity employer, hiring based on skills, experience, and potential, and creating an environment where everyone can thrive.

We encourage you to share your preferred working conditions: while this role is typically full‑time, flexible arrangements can be discussed.

Our recruiting team looks forward to getting to know you!