Customer Success Manager

Description

The Customer Success Manager and Team Lead role is a unique opportunity to do what you love as a CSM while also operating in a leadership capacity.

This role requires a blend of customer-focused expertise, leadership skills, and the ability to drive both individual and team success.

This is a great opportunity for someone who has lead small CSM teams or has strong experience leading CS initiatives and transformations as an individual contributor.

This role reports to the Customer Success and Business Enablement Leader.

Responsibilities include, but are not limited to:

As a CSM:

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

The 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.



* 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, 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

As the CSM Team Lead:


* Manage the day-to-day activities of the team.


* Annual Objective Setting and Performance Reviews


* Motivating the team to achieve organizational goals.


* Developing and implementing timelines to achieve targets.


* Empowering team members with skills to improve their confidence, product knowledge, and

communication skills.


* Provide coaching and development for employees


* Managing Daily Staffing and Accou...