Strategic Customer Success Manager

3 weeks ago

Coffeyville, United States Schneider Electric Full time
Description

The Strategic Customer Success Manager ( S CSM) will play a key role in driving customer success, retention, and expansion within our Enterprise accounts . By actively listening to clients, the CSM strives to obtain a full understanding of the client's strategic goals and tactical needs in order to drive business growth and shared success for both the client and across Schneider Electric (SE). This role reports to the Customer Success Team Manager with Schneider Electric's Digital Power business unit . Responsibilities include, but are not limited to:

  • Drive the adoption, expansion, and renewal of recurring contracts
  • Serve as the primary point of contact for enterprise clients, understanding their business needs and objectives .
  • Building and maintaining relationships with clients and key personnel within client companies to ensure long term repeat business
  • Conduct business reviews with sales, operations, services to ensure clients are satisfied with their products and services
  • Conduct periodic check in meetings with clients to ensure the day to day tactical needs are met
  • Lead the assigned clients to make cost effective decisions related to their energy monitoring and management needs
  • Work closely with Account Managers and Sales Consultants to alert them of potential sales opportunities and ensure follow up . (V1, V2, B DM , NSF, LOB, cross BU)
  • Utilize segment knowledge and application familiarity to facilitate of required meetings between sales, Ops, digital services AND the customer
  • Ability to identify business growth opportunities including system enhancements, Service Pla n
  • S ubsequent recommendations to key internal and/or external stakeholders
  • Develop and drive medium and long term strategy with the client and SE
  • Proactively i dentify and document areas of account risk , escalate internally to engage cross functional and executive resources to execute a risk management plan for resolution.
  • Monitor client satisfaction survey and establish / monitor client health forecasting
  • Drive engineering consistency across client portfolio
  • Achieve business and client relationship targets / KPI's
  • Monitor company performance against service level agreements and flagging potential issues .
Success Criteria
  • Heavy focus on e nsuring successful onboarding and high product adoption, i dentifying upsell opportunities and growing revenue from existing accounts, and m aintaining high customer retention and driving contract renewals.
  • Services Business Performance (orders, sales, profitability, customer satisfaction & health)
  • Maintaining top level of quality
  • Advancing the Customer EcoStruxure Journey
  • Thought leadership in our field and market
  • Coordination across D igital Power and Services Delivery teams

Qualifications
  • Bachelor's Degree or equivalent experience in Engineering, Technology, XaaS
  • Proven track record for demonstrating IMPACT by positively influencing your team, organization, and customers in line with company values, achieving team KPIs, and contributing to the success of others and overall organizational goals.
  • Demonstrate a propensity to the Digital and Power Skills as defined through the SE Future Skills Playbook, particularly Making Decisions, Focusing on the Customer, Communicating / Active Listening, Prioritization, Curiosity, and Building a Network. For complete list of skills, see below.
  • Experience with Electrical Power Systems, Power Monitoring, Control Systems, and /or UPS Systems is a plus
  • Computer knowledge, particularly relating to server, network and operating system installation and configuration
  • Positive attitude, enthusiastic, self-motivated and customer-focused
  • People-person and team player, enjoying the cross-functional interaction required for this position
  • Comfortable working in a fast-paced, dynamic environment
  • Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers and personnel, account managers, sales personnel
  • Ability to occasionally travel to various customer sites in North America and worldwide
Desirable:
  • On-site power system experience or UPS backup / cooling systems
  • Knowledge of Schneider Electric Power Monitoring and Control products
  • Experience with CRM systems, Salesforce / Totango preferred
  • Bilingual: Spanish or French an asset
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Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

34.2bn global revenue
+12% organic growth
135 000+ 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 we 'embrace different' as 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. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy 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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