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Customer Success Leader and Manager

2 months ago

Coffeyville, United States Schneider Electric Full time
Position Overview

The Customer Success Leader and Manager role at Schneider Electric presents a remarkable opportunity to excel in customer success while also taking on a leadership role. This position demands a combination of customer-centric skills, leadership capabilities, and the drive to foster both individual and team achievements. It is ideal for candidates who have experience leading small teams in customer success or have a strong background in driving customer success initiatives as an individual contributor.

Reporting Structure
This position reports directly to the Customer Success and Business Enablement Leader at Schneider Electric. The responsibilities encompass, but are not limited to:

Responsibilities as a Customer Success Manager:
  • Act as the primary trusted advisor and advocate for our recurring services clients.
  • Ensure successful adoption, expansion, renewal, and realization of value from Schneider Electric's product portfolio.
  • Establish robust relationships with various stakeholders at client locations, understanding their priorities and influence.
  • Create impactful customer success plans and corresponding action plans to achieve desired outcomes.
  • Collaborate closely with the North America sales force, project management teams, and service bureaus to enhance customer satisfaction.
  • Participate in consultative reviews of analytical reports regarding customer systems.
  • Identify opportunities to deepen customer partnerships with Schneider Electric.
  • Provide actionable insights and relay customer feedback to internal teams, ensuring accountability for assigned tasks.
  • Monitor customer experiences to guarantee maximum satisfaction and return on investment.
  • Navigate internal systems for timely resolution of customer issues.
  • Proactively identify and mitigate churn risks to enhance customer retention.
  • Develop strategic renewal plans that address customer challenges and objectives.
  • Demonstrate the ability to manage multiple tasks, prioritize effectively, and meet deadlines.
  • Work cross-functionally and across domains to achieve objectives.
Responsibilities as the Customer Success Team Lead:
  • Oversee daily operations of the customer success team.
  • Conduct annual objective setting and performance evaluations.
  • Inspire the team to meet organizational goals.
  • Develop and implement timelines to achieve targets.
  • Empower team members through skill development to enhance confidence and product knowledge.
  • Provide coaching and professional development opportunities.
  • Manage daily staffing and account coverage.
  • Address performance metrics and concerns promptly.
  • Identify and promote best practices across the team.
  • Facilitate smooth workflow and supervise team activities.
  • Offer training and mentorship to enhance team performance.
  • Strategize on task approaches and develop actionable plans.
  • Lead change management initiatives within the team.
  • Assist in headcount planning and workload forecasting.
Qualifications
  • Bachelor's degree in business, computer science, or engineering (or equivalent experience).
  • Experience in customer success or a related field with transferable skills.
  • Positive, enthusiastic, self-motivated, and customer-oriented attitude.
  • Strong interpersonal skills and a collaborative mindset.
  • Strategic thinker with excellent communication and presentation abilities.
  • Proficient in negotiation and decision-making.
  • Strong organizational skills to guide the team effectively.
  • Comfortable holding team members accountable.
  • Able to thrive in a fast-paced, dynamic environment.
  • Experience working with diverse technical backgrounds.
  • Familiarity with CRM systems such as Salesforce, Totango, Gainsight, or ChurnZero.
  • Willingness to travel occasionally to various customer sites.
Preferred Qualifications
  • Understanding of Power Quality products.
  • Knowledge of Power Management and Electrical Distribution.
  • Experience with Electrical Power Monitoring and Control Systems.
  • Familiarity with power and electrical systems.
Join Us

At Schneider Electric, we are committed to creating an inclusive and supportive work environment. We value diversity and believe that our differences make us stronger. We are dedicated to providing equitable opportunities for all employees and fostering a culture where everyone feels valued and empowered to contribute their best.

Schneider Electric is an Equal Opportunity Employer, and we uphold the highest standards of ethics and compliance in all our operations.