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Master'sBusiness, Management & Technology Policy Applications open

Master’s in Customer Engineering

Online master's programme of 1,900 hours in customer engineering. 12 modules covering customer success, onboarding and implementation, technical support with ITIL 4, customer health and retention, product adoption, account expansion, voice of the customer, customer operations, field service, regulated environments and leadership, with an assigned technical tutor.

Duration1900 h
ModeOnline
LanguageEnglish
Start datesSet by the faculty
AwardSEIUM Institute diploma
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Learning outcomes

What you will be able to do

01

Design the customer success function in B2B technology companies.

02

Plan the onboarding and technical implementation of new customers.

03

Manage technical support with ITIL processes and root cause analysis.

04

Build customer health models to anticipate churn.

05

Drive product adoption and account expansion.

06

Channel the voice of the customer into product decisions.

07

Measure the impact of the customer function on recurring revenue.

Profile

Who it's for

  • Customer success managers.
  • Technical support engineers.
  • Field application engineers.
  • Implementation managers.
  • B2B customer experience directors.
  • Customer operations analysts.
  • Engineering or science graduates seeking to enter industrial software.
Standards & tools

What you'll work with

  • ISO 10002:2018 (customer satisfaction – complaints handling)
  • ISO/IEC 20000-1:2018 (IT service management)
  • ITIL 4 (IT service management framework)
  • ISO 18295-1:2017 (customer contact centres)
  • ISO 23592:2021 (service excellence)
  • Directive (EU) 2022/2555 – NIS2 (cybersecurity across the Union)
  • Regulation (EU) 2016/679 – GDPR (personal data protection)
  • ISO 9001:2015 (quality management systems)
  • Gainsight
  • Zendesk
  • Salesforce Service Cloud
  • Pendo
  • Jira Service Management
Syllabus

12 modules · 1900 h

  1. 1.1Customer engineering and customer success functions
  2. 1.2Life cycle of the B2B technology customer
  3. 1.3High-touch and digital service models
  4. 1.4The field application engineer
  5. 1.5The relationship between sales, product and support
  6. 1.6The economics of retention and expansion
  7. 1.7Recurring revenue metrics: ARR and NRR
  8. 1.8Organising customer-facing teams
  9. 1.9Maturity of the customer function
  10. 1.10Case study: the customer function of an industrial SaaS company
  1. 2.1Customer onboarding process
  2. 2.2Implementation plans and milestones
  3. 2.3Technical integration with customer systems
  4. 2.4Data migration and go-live
  5. 2.5Managing deployment projects
  6. 2.6Initial user training
  7. 2.7Time to first value
  8. 2.8Acceptance criteria and closure
  9. 2.9Transition from implementation to operation
  10. 2.10Workshop: onboarding plan for a maintenance software product
  1. 3.1Support tiers and escalation
  2. 3.2Incident management according to ITIL 4
  3. 3.3Root cause analysis of incidents
  4. 3.4Reproducing and diagnosing faults
  5. 3.5Problems and known errors
  6. 3.6Service level agreements
  7. 3.7Ticket management tools
  8. 3.8Technical communication with customers
  9. 3.9Support in regulated environments
  10. 3.10Practical: root cause of a critical incident
  1. 4.1Health scoring models
  2. 4.2Usage and adoption signals
  3. 4.3Early detection of churn risk
  4. 4.4Customer recovery plans
  5. 4.5Renewals and contract management
  6. 4.6Customer advocacy programmes
  7. 4.7Executive business reviews
  8. 4.8Segmentation by value and potential
  9. 4.9Retention cohort analysis
  10. 4.10Lab: customer health model with usage data
  1. 5.1Feature adoption maps
  2. 5.2Embedded product analytics
  3. 5.3In-product guidance
  4. 5.4Customer business outcomes
  5. 5.5Joint success plans
  6. 5.6Use cases and best practices
  7. 5.7User communities
  8. 5.8Customer academies and certification
  9. 5.9Task-oriented technical documentation
  10. 5.10Case study: adoption of an IIoT platform
  1. 6.1Cross-selling and upselling
  2. 6.2Identifying expansion opportunities
  3. 6.3Collaboration between customer success and sales
  4. 6.4Expansion packages and pricing
  5. 6.5References and success stories
  6. 6.6Contract value management
  7. 6.7Forecasting expansion revenue
  8. 6.8Compensation of customer teams
  9. 6.9Ethics in account expansion
  10. 6.10Practical: expansion plan for a strategic account
  1. 7.1Capturing structured feedback
  2. 7.2Transactional NPS and CSAT surveys
  3. 7.3Customer advisory boards
  4. 7.4Prioritising feature requests
  5. 7.5Closing the loop with product
  6. 7.6Beta programmes with customers
  7. 7.7Text analysis of feedback
  8. 7.8Roadmap expectations
  9. 7.9Indicators of influence on product
  10. 7.10Workshop: prioritising customer requests
  1. 8.1The customer success operations function
  2. 8.2Customer success platforms
  3. 8.3Workflow automation and playbooks
  4. 8.4Integrating CRM, support and product
  5. 8.5Customer data management
  6. 8.6Portfolio capacity and coverage
  7. 8.7Operational indicators and dashboards
  8. 8.8Internal escalation processes
  9. 8.9Technical knowledge management
  10. 8.10Lab: automated risk playbook in Gainsight
  1. 9.1Planning field interventions
  2. 9.2Spare parts for technical service
  3. 9.3Contractual preventive maintenance
  4. 9.4Remote assistance with augmented reality
  5. 9.5Technician safety at third-party sites
  6. 9.6Service reports and digital signature
  7. 9.7First-time fix rate
  8. 9.8Field service on critical systems
  9. 9.9Outsourcing technical service
  10. 9.10Case study: field service of an equipment manufacturer
  1. 10.1Healthcare, energy and transport customers
  2. 10.2Contractual quality requirements
  3. 10.3Customer NIS2 cybersecurity requirements
  4. 10.4Protecting customer data
  5. 10.5Customer audits of suppliers
  6. 10.6Service continuity and recovery
  7. 10.7Complaints under ISO 10002
  8. 10.8Service management with ISO/IEC 20000-1
  9. 10.9Contractual liability for failures
  10. 10.10Practical: responding to a customer security audit
  1. 11.1Customer strategy at senior management level
  2. 11.2Customer-centric culture
  3. 11.3Recruiting and developing technical profiles
  4. 11.4Career paths in customer success
  5. 11.5Workload and team wellbeing
  6. 11.6Artificial intelligence in service
  7. 11.7Communicating with the board of directors
  8. 11.8Budget and return of the function
  9. 11.9Benchmarking against leading organisations
  10. 11.10Case study: annual plan for the customer function
  1. 12.1Selecting the organisation or segment
  2. 12.2Diagnosis of the customer life cycle
  3. 12.3Analysis of usage and retention data
  4. 12.4Designing the service model
  5. 12.5Proposed playbooks and processes
  6. 12.6Tools and automation
  7. 12.7Impact on recurring revenue
  8. 12.8Deployment plan for the customer function
  9. 12.9Master's Thesis report
  10. 12.10Master's Thesis: defence before a panel
Methodology, software & labs

How you'll learn

A 100% online programme on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within each intake, so the programme fits around your job.

Each module combines theory, guided reading of the original standard and applied exercises. The working software is Gainsight, Zendesk, Salesforce Service Cloud, Pendo and Jira Service Management, in free, academic or evaluation versions. Exercises are based on real procedures: designing a customer health model, root cause analysis of technical incidents and an adoption and expansion plan for an account. Assessment is continuous by module, plus the final Master's Thesis.

Standards covered: ISO 10002:2018, ISO/IEC 20000-1:2018, ITIL 4, ISO 18295-1:2017, ISO 23592:2021, Directive (EU) 2022/2555 (NIS2), Regulation (EU) 2016/679 (GDPR), ISO 9001:2015.

Assigned technical tutor:every module ends with a deliverable that your tutor marks individually.
Standards-based learning:guided reading of ITIL 4, ISO/IEC 20000-1, ISO 10002 and NIS2 applied to real cases, not as a theoretical annex.
Industry software:Gainsight, Zendesk, Salesforce Service Cloud, Pendo and Jira Service Management, in free, academic or evaluation versions.
Master's Thesis with defence:the design of a customer function for a real organisation or segment, from life cycle diagnosis to impact on recurring revenue, defended before a panel.
Flexible format:100% online, no fixed timetables, compatible with full-time work.
Capstone project

Build it end to end

Your final project follows the real engineering workflow, step by step, reviewed by your tutor.

Onboarding plan
Design the onboarding and implementation plan for a maintenance software product.
Incident root cause
Carry out an ITIL-based root cause analysis of a critical technical incident.
Customer health model
Build a customer health score from usage data to detect churn risk early.
Expansion and risk playbooks
Define an expansion plan for a strategic account and an automated risk playbook.
Master's Thesis
The design of a customer function for an organisation or segment, defended before a panel.
Career opportunities

Where this takes you

Customer success managerTechnical support engineerField application engineerImplementation managerB2B customer experience directorCustomer operations analyst
Admissions & scholarships

Requirements

  • University degree in engineering, science or architecture, or equivalent demonstrable professional experience.
  • Internet connection and a computer able to run the programme software.
  • English sufficient to read technical standards.

Ready to start?

Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.

Apply now Scholarships
FAQ

Frequently asked questions

The programme totals 1,900 hours over 12–14 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.

You work with Gainsight, Zendesk, Salesforce Service Cloud, Pendo and Jira Service Management, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.

A SEIUM Institute diploma, awarded on passing the continuous assessment and the Master's Thesis. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.

Yes. Modules passed in a course or postgraduate diploma in the same area are recognised in the higher programme. Ask about the recognition policy when you enrol.

A university degree in engineering, science or architecture, or equivalent professional experience, plus a computer able to run the programme software and English sufficient to read technical standards.

Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.

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