Customer Success Manager
3 weeks ago
The main aim of a CSM is to maximize customer satisfaction to secure their renewal of Services contracts including digital services (SAAS). The role of a CSM is to manage the portfolio of these customers through:
- Anticipating pipeline of customers to start the CSM journey with them once Assets activated under Contract including but not limited to the connected Assets.
- Create and deployment Customer Success Frameworks to drive key outcomes related to churn mitigation, increased pull through, renewal management and visibility into at-risk accounts.
- Formulating and following a success plan created for each customer on the CSM tracking portal (Totango) and BFS contracts Activation with tasks, timelines, and milestones for accurate tracking of progress.
- Setting and leading regular meetings with customers to assess their utilization of digital service and listen to their feedback and take actions accordingly.
- Engaging all relevant stakeholders (sales, project management, Connected Service Hub) and driving all technical or commercial actions needed to solve customer problems to ensure their satisfaction either from Recurring contracts and or Digital Services.
- Reviewing analysis reports generated by CSH to ensure they fit customer needs.
- Maximizing pull-through business from connected customers through recommendations generated.
- Ensuring the capturing of new assets to be under contracts and the Contract renewal on Time.
- This job position contributes to the overall growth for Secure Power Segment in terms of Orders & sales by delivering and coordinating in the required engineering and expertise in the field of Secure Power both for new services business and the existing projects.
- To coordinate between the Subject Matter Experts (SMEs) and the account managers to ensure E2E services journey focusing on recurring approach.
- Achieve the optimum monetization plans with Direct intervention in discovering and securing business on a monthly basis as a result of client visits and supporting the demand generation engines & the seasonal campaigns and Events.
- Working with all stakeholders Sales, marketing Regional, Local parties & EcoXperts to Ensure the Coverage Execution Plan to fulfill the services Operational & commercial KPIs related to the covered accounts in the designated segment Secure Power.
Desired skills include:
- Electrical / Mechanical / any other relevant Bachelor's degree.
- 6-8 years of relevant experience in IT/Data Centers.
- Project Management and sales background will be a plus.
- Strong business and technical orientation a plus; ability to learn new software solutions quickly, capture and communicate customer feedback, and collaborate with product management and engineering teams on requirements from customers.
- Good writing and user research skills a plus, with emphasis on the customer experience and journey.
- Effective teamwork, networking, and collaboration skills with the ability to get things done in a complex, matrixed environment with distributed teams.
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.
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