Software as a Service(SaaS) Project Manager

Software as a Service (SaaS) Project Manager / Customer Success Manager Role Overview: The SaaS (Software as a Service) Project Manager / Customer Success Manager is a pivotal role at Agilent that combines managing the successful onboarding and deployment of our SaaS solutions with the crucial task of driving customer adoption, providing training, and ensuring long‑term customer retention. This role requires an individual who can act as a functional project manager during implementation, collaborating closely with customers to integrate Agilent products into their environment while building strong, positive relationships to maximize value and secure continued partnership. Key Responsibilities: Customer Onboarding and Deployment: Manage end‑to‑end onboarding and deployment of Agilent’s SaaS solutions for new customers. Serve as functional consultant, providing expert guidance on optimal configuration and preparing customers for successful deployment. Develop and maintain project plans and documentation based on client needs, expectations and timelines are clearly communicated and met. Lead meetings, provide regular updates to customers, and collaborate with internal teams. Mitigate project risks by thoroughly understanding customer needs and goals, escalating client issues when appropriate to find solutions. Customer Success and Retention: Primary point of contact for customers utilizing Agilent’s SaaS portfolio. Proactively identify customer goals and desired outcomes, driving key 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 valuable 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 efforts; CSM will be measured on these metrics. Work closely with internal teams (Sales, Support, Product Development) to ensure seamless communication, timely issue resolution, and effective follow‑through on Voice of Customer feedback, curating 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 customer retention/satisfaction. Stay abreast of 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. 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 Software‑as‑a‑Service (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. Additional Details: Full‑time weekly schedule with option to work remotely. Pay ranges are determined by role, level, and location; individual pay is based on location and additional factors. More information is available at Travel Required: 25% of the time Shift: Day Duration: No End Date Job Function: Services & Support 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. #J-18808-Ljbffr