Introduction
Delve into the world of customer success with Samrat Tandon, the Global Vice President of Customer Success at Siemens Digital Industries Software. Samrat shares invaluable insights into crafting effective customer success strategies, emphasizing the importance of stakeholder mapping, portfolio ownership, and fostering cross-team collaboration. Learn the art of treating your portfolio like a small business, be the voice of the customer internally, and drive a culture of customer centricity. Join Samrat in unraveling the secrets to long-term success in the dynamic landscape of digital industries.
Samrat Tandon -Vice President, Customer Success at Siemens
- Stakeholder mapping is crucial to drive customer success. Understand your stakeholders, their motivations, fears and challenges. Help them succeed in their initiatives by leveraging your products and services.
- Own your portfolio – treat it like your own small business. Help nurture it, retain it and grow it.
- Cross team collaboration internally is critical to your success as a CSM and for your company as a vendor. Be the voice of customer internally and drive a culture of customer centricity.
About Samrat Tandon
An award winning and motivated leader with passion for customer success, driving strategic initiatives and tactical efficiencies. Earned a reputation for achieving high customer retention, adoption, renewal and expansion while turning around troubled customer relationships and projects. Proven track record of delivering business results across the globe.
Leading global Customer Success and Renewals teams at Vertex, Inc., with $395M in revenue under management. Redefined the way CS function is structured. Introduced Strategic Account Program and established global teams to provide full coverage across the entire customer portfolio from a very high touch to complete digital touch motions. In 2 years saw 150% increase in NPS score, 400% increase in net new revenue through upsell/cross sell and an all-time high retention rate for customers with CS resource. Established global CS Ops team along with Service Delivery Excellence team to drive global delivery consistency.
In my capacity as Managing Director, Americas Customer Success team at Citrix, I am leading a team of 100+ Customer Success and Technical Account Managers to deliver profitable operations and execution of premier support service offerings. Managing a $30M P&L for premium support services representing portfolio of 500+ unique customers and $0.8B in annual product, support and services bookings across all major verticals in Americas. Played a pivotal role in bringing Premium Support offerings to market.
As AVP of Americas at Comverse, I managed global organization to provide Value Added Services (VAS) support to North American CSPs (Communications Service Providers). Turned around troubled relationships with improved performance by implementing enhanced processes, org structures and cross departmental alignment. Led a team of 74 global resources located in US, Canada, Israel and India. Drove 55% reduction in penalties due to SLA non-compliance, reduced average restoration time by 28% and reduced overall downtime by 17%.
As a Director, Global Services at Irdeto, I led global PS and support teams. Provided much needed turnaround by delivering successful projects in USA, Nordics, India, South Africa, Thailand & Indonesia. Implemented a streamlined RFP and bid review process and established a PMO. Responsible for managing $20M P&L – turned the business unit profitable for the first time after taking over the team.
About Company
We help organizations of all sizes digitally transform using software, hardware and services from the Siemens Xcelerator business platform. Our software and the comprehensive digital twin enable companies to optimize their design, engineering and manufacturing processes to turn today’s ideas into the sustainable products of the future. From chips to entire systems, from product to process, across all industries.