Schneider Electric Customer Success Manager - Digital Services in Andover, Massachusetts
Schneider Electric™creates connected technologies that reshape industries, transform cities and enrich lives. Our 144,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations.Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment:https://youtu.be/NlLJMv1Y7Hk.
Schneider Electric has a challenging opportunity for a passionate individual to assume the role of Customer Success Manager for Digital Services of EcoStruxure Building Management. The Buildings Business of Schneider Electric provides intelligent building management solutions to help customers create a productive and comfortable environment for its occupants, reduce energy consumption, and run building operations more efficiently. Customer Success Manager will play a key role in growing the adoption and successful delivery of these digital services targeted at enterprise customers.
In this global customer-facing role, you will lead the strategy to build the customer engagement and delivery model for use across Schneider’s portfolio of new digital services for building solutions. The right candidate will have a proven track record of developing and managing a customer success function from pre-sales consulting to deployment of solution to onboarding and post-sales consulting for SaaS offers sold to enterprise customers. The position requires strong communication, influencing and analytic skills, technical and business acumen, relationship development skills and a motivational style. Collaboration and partnering within Schneider’s global organization is critical for success.
Engage with customer as a trusted advisor to understand their business goals & organization, to guide them through the journey to onboard the digital service seamlessly and help them derive full value of the service ensuring renewals. To develop processes and engagement model for the business to bring efficiency in project delivery, track customer success and guide sales and product development teams to make continuous improvements as a customer advocate.
Establish a detailed understanding of customers most important business goals, vision, stakeholder map, teams and processes to build strong relationships including proactive technical, commercial and value-driven advisory
Work with the pre-sales, project delivery and cloud services team to facilitate a seamless customer on-boarding process, ensuring a smooth ‘go live’ and a successful deployment introduction for the customer from the ontset
Organize and perform back-end functions as necessary to provision services to be delivered to the customer and assist the delivery team overcome any hurdles arising from compliance with customer processes
- Conduct quarterly customer reviews to check how end-users benefits from services, consult with insights and suggest actions, share updates on new capabilities and collect new feature request
- Track leading indicators of renewals and upsell, identify risks to client success and aggressively/proactively engage the clientand provide path to escalation
- Develop processes, work-flow, support-guides, check-lists, trainings forvarious touch-points through the journey map in customer engagement and project delivery for sales and execution teams to remove any friction points
Develop metrics to access adoption, usage, churn, life time value for end-user and delivery efficiency to drive continuous improvementsto drive success of renewals
Assist Product Marketing to identify opportunities from customer feedback, including identification of competitive services, opportunities for innovation and assessment of marketplace and technical hurdles to business success
Support MarCom team to identify customer success-stories, build case-studies and customer testimonials. _ _
*Desired skills and competencies *
5+ years of experience in customer-success role or as account manager for enterprise software or SaaS business
Strong skills to engage with customers, project management, support global teams, drive process improvements
Strong skills to build process-flow, checklists, satisfaction metrics, training guides to facilitate onboarding
Ability to conduct data-analysis, writing reports, consulting insights and administrate portals is highly desirable
Know-how of building automation and workplace-technologies: BMS, CAFM, IWMS, IT-systems is a strong asset
Essential skills: relationship builder, proactive, creative problem solver, communicate clearly & concisely, multi-tasker, high emotional intelligence, methodical to log & track.
*Education qualifications *
- Bachelor’s degree (computer science, engineering, business, design), MBA a plus.
We seek out and reward people for being straightforward, open, passionate, effective and challenging the status quo. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We’re looking for people with a passion for success — on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY.
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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.
Primary Location: US-Massachusetts-Andover
Unposting Date: Ongoing
Req ID: 004VP0