▷ 15h Left: Customer Success Manager

Job Description

Key Resposibilities :

Lead and maintain theongoing client relationshipsfor recurring services, organize and managerecurring communicationof client performance, ensure our internal commitments are delivered with excellence, that the customeroutcomes 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 ofAdopt, Expand and Renew.Help clients achievefaster time to valuethrough onboarding and usage training,explore opportunitiesto expand existing and leverage other services, contribute to sales with upsell opportunities andminimize 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 theprimary point of accountabilityfor assigned clients for Digital as well as non-digital recurring services.

Advise and develop client vision, clearly define desiredbusiness outcomesand create asuccess plan.

Be in charge ofrenewal& limitchurnrate

Identify possiblepull throughopportunities (renewal, cross and upselling) with Service Bureau experts (CSH)

Provide regular customer updates,data insights, performance /issue trends(QBRs, etc.)

Build out and track standardCustomer Health ScoreMetrics

Build, maintain and leverage strongrelationshipswith clients and Business Decision Makers within each customer to influenceadoption

Ensuredata qualityof information captured in the contract for a smooth execution and renewal

Ensurein particular thattheentitled Installed Base is 100% attached to contract, at contract start or renewal, and during contract lifecycle

Provide afeedback loopon potential offer improvements, based on customer adoption & direct input

Identifyusersof SE Digital services offers & secure customer satisfaction.

Driveusageand helpacceleratecustomervalueforeachproduct/service

Ensurefollow-up meetingswith country Sales (cover E2E opportunity process, from lead to order)

Share and implementbest practicesto drive up realization of outcomes

Main interactions-

- Sales closes the deal and hands off to CustomerSuccessin theLANDphase,
- FS, IOTintegrationMgr and CSH support in theSet-upandOnboardingin theADOPTphase,
- Salesreceivestheopportunitiesdetectedby CSH andCSMsin theEXPANDphase
- Sales supports in theRENEWstagedependingoncustomerneedsandcomplexity

KPI's-

- Renewal Rate / Customer churn rate
- NSS (>90%)
- Product adoption rate
- Customer health score / Net Promoter Score (NPS)

Upsell and cross-sell / Referrals / Conversion rate or trials

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
- Deeppassion formakingotherssuccessful
- Dynamic & entrepreneur

Looking to make an IMPACT with your career

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today

36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and inclusion is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.