Customer Success Leader and Team Supervisor

1 week ago

Coffeyville, United States Schneider Electric Full time
Position Overview

The EcoCare Customer Success Leader and Team Supervisor position presents a remarkable opportunity to excel in customer success while also taking on a leadership role. This position necessitates a combination of customer-centric knowledge, leadership capabilities, and the drive to foster both individual and team achievements. It is ideal for candidates who have previously led small customer success teams or possess substantial experience in spearheading customer success initiatives and transformations as an individual contributor.

This role is under the supervision of the EcoCare Customer Success and Business Enablement Leader. Key responsibilities encompass, but are not limited to:

As a Customer Success Manager:

The Customer Success Manager serves as the primary trusted advisor and strongest advocate for our recurring services clientele. The CSM is accountable for ensuring that customers effectively adopt, expand, renew, and derive maximum value from their portfolio of Schneider Electric products, software, and services.
  • Establish robust relationships with various stakeholders at the customer site, comprehending each stakeholder's priorities and influence.
  • Create impactful customer success plans along with actionable steps, ensuring alignment with customer objectives.
  • Collaborate closely with our North America sales teams, project management units, service bureaus, and others to maintain customer relationships and satisfaction.
  • Participate (with internal technical experts) in consultative evaluations of analytical reports concerning your customer’s Power Management systems, Electrical Distribution systems, and/or UPS fleet.
  • Proactively identify opportunities to enhance your customers' partnership with Schneider Electric.
  • Provide guidance, actionable items, and communicate customer feedback to internal teams, ensuring accountability for assigned tasks.
  • Monitor customer experiences with our services to guarantee the highest satisfaction levels and return on investment.
  • Navigate internal systems and teams to ensure prompt escalation and resolution of any customer issues.
  • Identify and mitigate churn risks for each customer, proactively preventing dissatisfaction or loss of business, ultimately driving customer retention.
  • Develop strategic renewal plans that address customer challenges and objectives.
  • Demonstrate the ability to manage multiple tasks simultaneously, prioritize work, and meet deadlines.
  • Exhibit the capability to work cross-functionally and across various domains.
As the Customer Success Team Supervisor:
  • Oversee the daily operations of the team.
  • Conduct annual objective setting and performance evaluations.
  • Inspire the team to achieve organizational objectives.
  • Formulate and implement timelines to meet targets.
  • Empower team members with skills to enhance their confidence, product knowledge, and communication abilities.
  • Provide coaching and development opportunities for team members.
  • Manage daily staffing and account coverage (PTO, training, etc.).
  • Monitor metrics and address performance issues promptly.
  • Identify best practices and promote their adoption across the team.
  • Supervise activities to facilitate a smooth workflow.
  • Deliver training and mentorship to team members to enhance their job performance.
  • Strategize - Responsible for determining task approaches and developing plans for accomplishment.
Lead change management initiatives within the team.Assist with workforce planning and workload forecasting. Qualifications
  • Bachelor's degree in business, computer science, or engineering (or equivalent experience).
  • Experience in customer success or a field with highly transferable skills.
  • Positive demeanor, enthusiastic, self-driven, and customer-oriented.
  • Adept at interpersonal relations and teamwork, enjoying the cross-functional interactions required for this role.
  • Strategic thinker.
  • Exceptional communication and presentation skills.
  • Confident and skilled in negotiation.
  • Strong organizational abilities to guide the team effectively.
  • Decisive and capable of holding others accountable.
  • Comfortable in a fast-paced, dynamic, and transformative environment.
  • Able to collaborate with individuals from diverse technical backgrounds, including consultants, senior engineers, energy managers, electricians, IT engineers, account managers, and sales personnel.
  • Familiarity with CRM systems, such as Salesforce, Totango, Gainsight, or ChurnZero.
  • Willingness to travel occasionally to various customer sites in North America and globally.
Desired but not mandatory:
  • Understanding of Power Quality products.
  • Knowledge of Power Management and Electrical Distribution.
  • Experience with Electrical Power Monitoring and Control Systems and products.
  • Knowledge of power and/or electrical systems.
We look forward to learning about you.

Note: An online application is required for consideration for any position with us. This position will remain open until filled.

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An online application is required for consideration for any position with us. This position will remain open until filled.

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