Customer Success Specialist

at  Schneider Electric

Job Description:

The main aim of a Customer Success Specialist is to maximize customer satisfaction to secure their renewal of Services contracts including digital services (SAAS). The role of a Customer Success Specialist is to manage the portfolio of these customers through:

• Anticipating pipeline of customers to start the Customer Success Specialist journey with them once Assets activated under Contract including but not limited to the connected Assets.

Create and deployment Customer Success Frameworks to drive key outcomes related to churn mitigation, increased pull through, renewal management and visibility into at-risk accounts.
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- Formulating and following a success plan created for each customer on the Customer Success Specialist tracking portal (Totango) and BFS contracts Activation with tasks, timelines, and milestones for accurate tracking or progress.
- Setting and leading regular meetings with customers to assess their utilization of digital service and listen to their feedback and take actions accordingly.
- Engaging all relevant stakeholders (sales, project management, Connected Service Hub) and driving all technical or commercial actions needed to solve customer problems to ensure their satisfaction either from Recurring contracts and or Digitals Services.
- Reviewing analysis reports generated by CSH to ensure they fit customer needs.
- Maximizing pull-through business from connected customers through recommendations generated.
8. Ensuring the capturing of new assets to be under contracts and the Contract renewal on Time.
Qualifications:

QUALIFICATIONS:

• Electrical or mechanical BSC with 6-8 years of experience.
• Project Management and/or software sales background will be a plus.
• Strong business and technical orientation a plus; ability to learn new software solutions quickly, capture and communicate customer feedback, and collaborate with product management and engineering teams on requirements from customers.
• Good writing and user research skills a plus, with emphasis on the customer experience and journey.
• Effective teamwork, networking, and collaboration skills with ability to get things done in a complex, matrixed environment with distributed teams.
  About Our Company:

• Anticipating pipeline of customers to start the Customer Success Specialist journey with them once Assets activated under Contract including but not limited to the connected Assets