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Global Enterprise Software Success Manager
1 month ago
Global Customer Success Manager - Enterprise Software
Mission:
Our mission is to be our customers' most trusted partner on their digitalization journey by exceeding their expectations, providing them best-in-class services, and helping them achieve their business success via faster time to value from our Enterprise Software and Services to meet their objectives.
Through customer intimacy and service excellence throughout each of the customer journeys (Adopt-Onboard-Expand-Renew), we ensure that our customers are willing to retain and expand our relationship and hence resulting in growth of recurrent revenue, upsell opportunities, and minimum risks of churn for our Enterprise Software business.
Key responsibilities:
Serve as the primary Point of Accountability for assigned top customers of Schneider Electric's Enterprise Software business.
Advise and develop client vision and roadmap of success with strong focus on onboarding, user training, product adoption, and technical support cadence on a regular, timely, and systematic manner throughout the post-sale customer journeys and in collaboration with Schneider LoBs and technology partners.
Be accountable for managing contract renewal, expansion/extension, as well as limiting churn risks with existing customers with Success Planning, Customer Engagement, and Data-Driven Customer Health Monitoring and Management.
Nurture and grow Customer Success best practices with key country organizations via building and nurturing a global community of practice on CSM for Enterprise Software business with Playbook, Training, and In-country advisory support.
Act as a Customer Ambassador to bring in customer voice on our Software and Services to facilitate positive feedback loop and continuous improvements within Schneider Electric and across our partner ecosystem.
Skills and attributes:
Customer Focused, Passionate about Nurturing Client Success (Famer Characteristics)
Solid knowledge of Enterprise Software, SaaS business, IoT and/or Cloud solutions and solutions with a proven record of onboarding and supporting customers for success and recurring relationship
Excellent analytical, communication and presentation skills
Self-starter with a dynamic and entrepreneurial mindset, while an effective team player in a multi-national and cross-functional environment
Ideally, 5 years of post-graduate experience with Customer Success, Customer Advocacy and Engagement in pre-/post-sale and professional service functions in a multinational corporate, high-tech, or startup industry background
Education
University education in IT, Engineering, and/or Business
At Schneider Electric, Diversity and Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity.
