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SalaryJob Description:
Description
This role reports to the EcoCare Customer Success and Business Enablement Leader. Responsibilities include, but are not limited to:
Desirable but not required:
Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, 401(k)+ match, and more. Click here to find out more about working with us: http://se.com/us/careers.
€25.7bn global revenue
You must submit an online application to be considered for any position with us. This position will be posted until filled
It is the policy of Schneider Electric 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. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
This is a remote U.S. based position and sponsorship is not available at this time. Candidates must currently reside in the United States to be considered.
Description
The Medium Touch Customer Success Manager is responsible for building strong relationships with their customers and monitoring the customers experience with our services to ensure the highest level of satisfaction and ROI. The MT CSM is the customers greatest advocate, quickly navigating internal systems and teams to ensure timely escalation and resolution of any complex issues that arise. The MT CSM is responsible for developing meaningful Customer Success Plans and subsequent Action Plans to ensure we are making an impact and progressing our customers throughout their Digital Journey. The MT CSM takes a strategic approach to customers service contract renewals by defining a plan to achieve mutual success while expanding business relationships.
This role reports to the EcoCare Customer Success and Business Enablement Leader. Responsibilities include, but are not limited to:
- Work closely with our direct and indirect North America sales force as well as Service Bureaus to manage customer relationships and satisfaction.
- Schedule and host (with internal technical experts) a consultative review of Power Advisor, System Health, and Electrical Distribution reports with customers on a periodic basis.
- Develop and follow through on subsequent action plans and expansion opportunities.
- Ability to identify other opportunities including system enhancements, service contract upgrades, etc. by continuously having open strategic conversations with your customers
- Provide guidance, action items, and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering. Holding those stakeholders accountable for any tasks assigned.
- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, ultimately driving customer retention.
- Develop strategic renewal plans incorporating solutions to customers challenges and goals
- Must demonstrate ability to work on multiple tasks at any given time, prioritize work, and meet deliverables and deadlines.
- Must demonstrate attention to detail, ability to self-audit to ensure accuracy and establish measures of quality control over work product
Success Criteria
- Services Business Performance (orders, sales, profitability, customer satisfaction)
- Mutually agreed upon Customer Success plans for accounts
- Solution Adoption - Proactive Services delivered to customer
- Expansion – Customers expanded their Schneider Electric portfolio
- Renewal – Ensuring customers are renewing their Service Contracts
- Thought leadership in our field and market
- Driving collaboration and accountability across various teams and Business Units
Qualifications
- Bachelor’s degree in business, computer science, or engineering (or equivalent experience)
- 3-5 years experience working in the field of Customer Success (heavily preferred)
- Demonstrate a propensity to the Digital and Power Skills as defined through the SE Future Skills Playbook; listed below.
- Positive attitude, enthusiastic, self-motivated, and customer-focused
- Strategic mindset.
- Ability to set goals and make action plans to achieve them
- Comfortable holding peers accountable
- 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
- Experience with CRM systems, Salesforce and Totango, Gainsight, or ChurnZero preferred
- Ability to occasionally travel to various customer sites in North America and worldwide
- Other skills: communication, customer service, writing, leadership as well as the ability to understand and present data
Desirable but not required:
- Understanding of Power Quality products
- Knowledge of Schneider Electric Power Monitoring and Control products
- Bilingual: Spanish or French an asset
- Experience with Electrical Power Monitoring and Control Systems
- Power and/or electrical systems knowledge
- Computer knowledge, particularly relating to server, network and operating system installation and configuration
Schneider Electric offers a robust benefits package to support our employees such as flexible work arrangements, paid family leave, 401(k)+ match, and more. Click here to find out more about working with us: http://se.com/us/careers.
https://youtu.be/C7sogZ_oQYg
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
It is the policy of Schneider Electric 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.
Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
Schneider Electric is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Who will you report to?
Let us learn about you! Apply today.
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About Our Company: Why us?
Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
€25.7bn global revenue
137 000+ employees in 100+ countries
45% of revenue from IoT
5% of revenue devoted for R&D
You must submit an online application to be considered for any position with us. This position will be posted until filled
It is the policy of Schneider Electric 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. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
