Customer Success Operations & Digital Engagement Specialist

Position Overview
We are seeking a proactive and technically adept Customer Success Operations & Digital Engagement Specialist to join the Schneider Electric Digital Buildings team.

This hybrid role is critical in driving operational excellence across Customer Success systems while directly engaging with a broad portfolio of customers via digital success programs.

The ideal candidate will own the management of Totango, Tableau, and tech-touch campaigns to scale impact, improve adoption, and drive customer retention and growth.

Key Responsibilities 1.

Tool Management & Success Play Optimization
• Manage and drive adoption of Totango for Customer Success planning, execution, and health tracking.
Build and maintain SuccessPlays, customer journeys, and lifecycle campaigns that align with digital service strategy.

• Integrate Totango with CRM, Building Advisor, and other systems to ensure clean data flow and automation of repetitive tasks.

• Leverage Tableau (or Power BI) to create insightful dashboards and performance tracking tools for CSSs and leadership.
2.

Digital Customer Engagement & Campaigns
• Execute tech-touch campaigns targeting 1000+ global customers, driving engagement, onboarding, adoption, and renewals.

• Develop campaign content and flows that trigger based on customer usage, health score, or lifecycle stage.

• Analyze campaign performance and iterate based on results to improve adoption, retention, and satisfaction.
3.

Data Quality & Customer Insights
• Ensure data integrity, consistency, and usability across Totango and associated platforms.

• Conduct regular audits and cleanse customer data; resolve issues in collaboration with IT and data teams.

• Monitor customer health and usage metrics to identify risk and opportunity signals at scale.
4.

Process Improvement & Standardization
• Document and optimize standard operating procedures for tool usage, campaign execution, and data handling.

• Proactively identify opportunities to streamline workflows and improve the efficiency of the Customer Success team.

• Collaborate across Customer Success, Sales, Connected Services Hubs (CSHs), and IT to align on global practices.
5.

Training, Enablement & Internal Support
• Create and deliver training materials and onboarding guides for Customer Success Managers and other stakeholders.

• Act as the subject matter expert (SME) for Totango and campaign processes; troubleshoot and support adoption internally.

• Champion customer-centric operations that balance scalability, personalization, and business outcomes.

Qualifications and Skills Education & Experience
• Bachelor's degree in Business, Data Analytics, Information Systems, or a related field.

• 3-5 years of experience in Customer Success Operations, Digital Customer Success, or Technical Account Management.

• Proven experience working with Totango (or similar CSM platform) and Tableau/Power BI.

• Experience in managing recurring digital s...