Customer Success Leader and Manager

1 week ago

Coffeyville, United States Schneider Electric Full time
Position Overview

The Customer Success Leader and Manager position offers a remarkable chance to engage in customer success management while also taking on a leadership role. This position demands a combination of customer-centric skills, leadership capabilities, and the ability to foster both individual and team achievements. It is ideal for individuals who have experience leading small customer success teams or have a strong background in spearheading customer success initiatives as individual contributors.

This role reports to the Customer Success and Business Enablement Director. Key responsibilities include, 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 clients. The CSM is accountable for ensuring that clients successfully 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 client site, understanding each stakeholder's priorities and influence.
  • Create meaningful customer success strategies and corresponding action plans, ensuring alignment with customer objectives.
  • Collaborate closely with our North America sales teams, project management units, service bureaus, and others to manage client relationships and satisfaction.
  • Participate in consultative reviews of analytical reports concerning customer Power Management systems, Electrical Distribution systems, and/or UPS fleets, alongside internal technical experts.
  • Proactively identify opportunities to enhance the partnership between clients and Schneider Electric.
  • Provide guidance, actionable items, and communicate the voice of the customer to internal teams, ensuring accountability for assigned tasks.
  • Monitor the customer experience with our services to guarantee the highest level of satisfaction and return on investment.
  • Navigate internal systems and teams to ensure prompt escalation and resolution of any client issues.
  • Identify and mitigate churn risks for each client, proactively addressing dissatisfaction or potential loss of business, ultimately driving customer retention.
  • Develop strategic renewal plans that incorporate solutions to customer challenges and objectives.
  • Demonstrate the ability to manage multiple tasks simultaneously, prioritize work effectively, and meet deadlines.
  • Exhibit the ability to work cross-functionally and across various domains.
As the Customer Success Team Lead:
  • Oversee the daily operations of the team.
  • Conduct annual objective setting and performance evaluations.
  • Inspire the team to achieve organizational objectives.
  • Develop 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 on task approaches and develop plans for accomplishment.
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 attitude, enthusiastic, self-motivated, and customer-oriented.
  • Strong interpersonal skills and a collaborative mindset, enjoying cross-functional interactions.
  • Strategic thinker.
  • Exceptional communication and presentation abilities.
  • Confident and skilled in negotiation.
  • Strong organizational skills to guide the team effectively.
  • Adept decision-making capabilities.
  • Comfortable holding others accountable.
  • Ability to thrive in a fast-paced, dynamic, and transformative environment.
  • Experience working with individuals from diverse technical backgrounds, including consultants, senior engineers, energy managers, electricians, IT professionals, account managers, and sales personnel.
  • Familiarity with CRM systems, such as Salesforce, Totango, Gainsight, or ChurnZero.
  • Willingness to travel occasionally to various client sites across North America and globally.
Preferred Qualifications:
  • 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.

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