Customer Success Manager

6 days ago

Kolkata, India SCHNEIDER ELECTRIC IT BUSINESS INDIA PRIVATE LIMITED Full time
Lead and maintain the

ongoing client relationships

for recurring services, organize and manage

recurring communication

of client performance, ensure our internal commitments are delivered with excellence, that the customer

outcomes are achieved , and promote/support additional value from our extensive line of solutions.Assist and manage the client relationship through each of the lifecycle stages of

Adopt, Expand and Renew . Help clients achieve

faster time to value

through onboarding and usage training,

explore opportunities

to expand existing and leverage other services, contribute to sales with upsell opportunities and

minimize churn . Improve customer experience through ensuring that product support and customer complaints are handled in a timely manner.Activities & Ares of Responsibility includes

-Serve as the

primary point of accountability

for assigned clients for Digital recurring services.Advise and develop client vision, clearly define desired

business outcomes

and create a

success plan .Be in charge of

renewal

& limit

churn

rateIdentify possible

pull through

opportunities (renewal, cross and upselling) with Service Bureau experts (CSH)Provide regular customer updates,

data insights , performance /

issue trends

(QBRs, etc.)Build out and track standard

Customer Health Score

MetricsBuild, maintain and leverage strong

relationships

with clients and Business Decision Makers within each customer to influence

adoptionEnsure

data quality

of information captured in the contract for a smooth execution and renewalEnsure in particular that the

entitled Installed Base is 100% attached to contract , at contract start or renewal, and during contract lifecycleProvide a

feedback loop

on potential offer improvements, based on customer adoption & direct inputIdentify users’ of SE Digital services offers & secure customer satisfaction.Drive

usage

and help

accelerate customer value

for each product/serviceEnsure

follow-up meetings

with country Sales (cover E2E opportunity process, from lead to order)Share and implement

best practices

to drive up realization of outcomesMain interactions

-• Sales closes the deal and hands off to Customer Success in the

LAND

phase,• FS, IOT integration Mgr and CSH support in the Set-up and Onboarding in the

ADOPT

phase,• Sales receives the opportunities detected by CSH and CSMs in the

EXPAND

phase• Sales supports in the

RENEW

stage depending on customer needs and complexity

KPI's

-• Renewal Rate / Customer churn rate• Product adoption rate• Customer health score / Net Promoter Score (NPS)• Upsell and cross-sell / Referrals / Conversion rate or trials

Qualifications - External• Bachelor of Engineering degree preferred• Knowledge of the large and critical electro-intensive industry, ecoStruxure, IoT or Cloud understanding and a proven track record of generating or leading related opportunities• Proficient computer experience in Microsoft Office Products + Salesforce• High commitment to the company’s vision and values.• Excellent analytical skills and attention to detail.• Excellent communication skills both verbal and written.• Effective working in team environment.• Customer oriented, Nurturing, Farmer Characteristics• Deep passion for making others successful• Dynamic & entrepreneur

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