Leader - Customer Success Management

Customer Success Management is a team that focuses on the customer experience with the goal of maximizing adoption, expansion and renewals of Annual Recurring Revenue (ARR).

CSM Leader for Gr.

India is responsible for leading the team of regional CSM's ensuring perpetual engagement between Schnieder Electric and its customers through specifically trained professionals.

This team is responsible to lead and maintain the ongoing client relationships for recurring services, organize and manage recurring communication of client performance, ensure our internal commitments are delivered with excellence, that the customer outcomes are achieved, and promote/support additional value from our extensive line of solutions.

Customer Success Management team assist and manage the client relationship through each of the lifecycle stages of Adopt, Expand and Renew.

Help clients achieve faster time to value through onboarding and usage training, explore opportunities to expand existing and leverage other services, contribute to sales with upsell opportunities and minimize churn.

Improve customer experience through ensuring that product support and customer complaints are handled in a timely manner.

Overall, CSM Leader is accountable for driving the on-time renewal of assigned contracts, continuously guiding the team throughout L.A.E.R (Land, Adopt, Expansion, Renew) stage in customer success journey, performance management and taking up strategic initiatives to further enhance the productivity of the team.

Major KPI's and areas of responsibilities of CSM Leader includes -

• ONTIME Renewal Rate -: >80% renewal rate for Digital, EcoCare (ED and E3S), recurring contracts under CSM coverage,

• CSM Coverage -: Ensure > 50% coverage of ARR by the CSM on blended portfolio i.e.

PS + PP + SPC (EcoCare, Digital, Non-Digital) contracts,

• Expansion Opportunities -: 300 MINR lead gen by the CSM team covering upselling and cross selling opportunities with recurring customers,

• CSM Engagements -: Ensure >80% CSM interactions are scheduled and performed on monthly basis (as per Country's communication framework),

• Customer Adoption -: 100% Success Plan Canva for High Touch Contracts in Totango, regular review with the customers during contract duration, 80% Onboarding within 30 days (after provisioning), >90% Onboarding within 21 days for ECR non concurrent orders (after CVCP),

• Customer Satisfaction -: >90% Health Score on Portfolio (Totango), >80% Onboarding & Overall NSS (to gauge customer satisfaction during periodic connects).

F2F meetings feedback to be collected on Medallia Living Lens (Voice + Text).

• Process improvement & governance -: Regular update of Platforming and sizing tool, Weekly cadence with CSM's, Service Planner, Monthly Service Operations review with BUVP, Director Operations, Driving SCALE call, and active participation on EcoCare war-room (BRF as well as GRF), Global CSH review calls.

Main interactions -

• Sales (VSSR/ ...