Customer Success Program Manager

Schneider Electric has an opportunity for a Customer Success Program Manager to drive seamless services execution for our global Strategic and Multi Country Targeted Account customers in the Cloud and Service Provider Segment.

This individual will report within the Global Services Organization.

This role will be part of the Global Services Organization and will focus on ensuring consistency in commercial account management and service delivery for key strategic customers.

Contributing to the development and enhancement of processes for existing strategic customers, particularly in commercial strategy, execution anticipation, and Services CSAT.

Candidate should possess strong organizational skills, assertiveness, attention to detail, and confidence in taking ownership of assigned tasks.

What will you do?

Commercial

• Facilitate strong collaboration and teamwork between the NAM Team and Regional Business Managers in ROW to drive commercial initiatives and action plans effectively.
• Establish cadences with sharing lessons learned through previous opportunities with other Schneider teams globally.
• Coordinate the development and execution of our Field Service business 3-year strategic account plan and current year action plan by account, gathering input from Strategic Account Executives, C&SP Regional leadership, and Country Field Service V2 management.

Foster ongoing alignment and engagement throughout the process.

• Assist Regional Business Managers for deployment of centralized agreements (Framework, T&Cs, Master Service Agreements) across multiple countries or globally which includes the Country capability to meet performance SLAs.
• Manage and consistently update program documentation / reporting and data including IB knowledge (assets) and BFS order data.
• Provide consolidated input for global Quarterly Business Reviews including performance vs ambition, Adoption and Attachment metrics, Recuring Capture & Renew, new revenue from initiatives.

Capex-to-Opex-for-Recurring

• Responsible for supporting global forecast for projects with schedule and resource needs, execution gap analysis and local / regional resource action plans.
• Engage with global account program managers in the segment to guarantee that projects are receiving the necessary priority and internal support.
• Monitor the transition from Warranty to Operations to ensure maximum capture rates across all installed base technologies and thereafter >

90% contract renewal.

Services CSAT

• Manage the timely resolution of issues, including the escalation of issues that are outside of the service execution management team's scope of responsibility.
• Continually identify and proactively manage project risks & issues, ensure execution of corrective action plans up to closure.

Escalate business risk to various key stakeholder.

• Working with Execution Excellence leaders manage improvement initiatives to resolution.
• Documents lessons learned and provides feedback on success / improvement opportunity for future activities to relevant stakeholders.

Qualifications :

• Bachelor of Arts / Science degree.
• 6+ years of project / services management
• PMP certification a plus and / or willingness to obtain in the future
• Possess strong organizational skills and attention to detail
• Knowledge of Services tools : bFO, IB Intel, Account Cockpit, AMSP
• Possess strong communications skills, verbal and written
• Possess strong interpersonal skills with the ability to manage multiple projects
• Demonstrated working knowledge of Microsoft Office product
• Ability to influence and convince teams outside of span of control

The potential candidate shall also demonstrate certain skills to deliver quality results within set timeframes, including :

• High-level ability to influence and convince services account teams to develop & execute
• Strong leadership skills
• Ability to schedule and manage tasks effectively
• Conflict resolution and problem-solving skills
• Risk management
• Written and verbal communication skills
• Teamwork and motivational skills
• Organizational and multitasking skills

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.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life.

We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

₠34.2bn global revenue

12% organic growth

135 000+ employees in 100+ countries

1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy 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.