EcoCare Customer Success Manager

The EcoCare Customer Success Manager is the go-to trusted advisor and greatest advocate for our recurring services customers.

EcoCare CSMs help our customers achieve their goals and ensure they are experiencing ongoing success with a growing Schneider Electric portfolio.

The EcoCare CSM is responsible for ensuring their customers are successfully adopting, expanding, renewing, and realizing maximum value from their portfolio of Schneider Electric products, software, and services.

This role reports to the EcoCare Customer Success and Business Enablement Leader. Responsibilities include, but are not limited to : · Build strong relationships with multiple stakeholders at customer site, understanding each stakeholders priorities and level of influence.

• Develop meaningful customer success plans and subsequent action plans, ensuring we are on track to help our customer achieve their desired outcomes.
• Work closely with our direct and indirect North America sales force, project management teams, service bureaus, and others to manage customer relationships and satisfaction.
• Attend (with internal technical experts) consultative reviews of analytical reports regarding your customer Power Management system, Electrical Distribution systems, and / or UPS fleet.
• Actively identify opportunities to expand your customers partnership with Schneider Electric · Provide guidance, action items, and relay the voice of customer to internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

Holding those stakeholders accountable for any tasks assigned. · Monitor the customers experience with our services to ensure the highest level of satisfaction and ROI.

• Navigate internal systems and teams to ensure timely escalation and resolution of any customer issues. · Identify & mitigate churn risk 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 ability to work cross-functionally and cross-domain 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 Renewal rate and creating strategic renewal plans when needed.

E · 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) · Experience working in the field of customer success (or field with highly transferrable skills) · Positive attitude, enthusiastic, self-motivated, and customer-focused · People-person and team player, enjoying the cross-functional interaction required for this position · Strategic mindset.

Comfortable holding peers accountable · Excellent follow through and follow up skills · Comfortable working in a fast-paced, dynamic, transformative environment · Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers, 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 · Demonstrate a propensity to the Digital and Power Skills as defined through the SE Future Skills Playbook;

listed below. Desired but not required : · Understanding of Power Quality products · Knowledge of Power Management and Electrical Distribution · Experience with Electrical Power Monitoring and Control Systems and products · Power and / or electrical systems knowledge 15 Power Skills as defined by SE Playbook · Making Decisions · Be Results Oriented · Focusing on the Customer · Communicating / Active Listening · Prioritization · Complex Problem Solving · Thinking Creatively · Critical Thinking · Being Open to Feedback · Emotional Intelligence · Change and Agile Mindset · Learning Agility · Curiosity · Taking Risks · Building a Network You must submit an online application to be considered for any position with us.

This position will be posted until filled.