Customer Success Manager

Job Description:

Key Resposibilities :

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 as well as non-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 rate

Identify 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 Metrics

Build, maintain and leverage strong relationships with clients and Business Decision Makers within each customer to influence adoption

Ensure data quality of information captured in the contract for a smooth execution and renewal

Ensure in particular that the entitled Installed Base is 100% attached to contract, at contract start or renewal, and during contract lifecycle

Provide a feedback loop on potential offer improvements, based on customer adoption & direct input

Identify users' of SE Digital services offers & secure customer satisfaction.

Drive usage and help accelerate customer value for each product/service

Ensure follow-up meetings with country Sales (cover E2E opportunity process, from lead to order)

Share and implement best practices to drive up realization of outcomes

Main interactions -

• Sales closes the deal and hands off to Customer Success in the LANDphase,
• FS, IOT integration Mgr and CSH support in the Set-up and Onboarding in the ADOPTphase,
• Sales receives the opportunities detected by CSH and CSMs in the EXPANDphase
• Sales supports in the RENEWstage depending on customer needs and complexity

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

Qualifications:

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

About Our Company:

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

employees in 100+ countries

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.