Customer Success Manager

Great people make Schneider Electric a great company!

Position: Customer Success Manager

Location: Bogota, Colombia

Are you looking for a new opportunity as a Customer Success Manager? We create connected technologies that reshape industries, transform cities, and enrich lives.

Help us deliver solutions that ensure life is on everywhere, for everyone, at all times: https://youtu.be/NlLJMv1Y7Hk.We are looking for people with a passion for success - at work and beyond.

See what our people are saying about working at Schneider Electric: https://youtu.be/6D2Av1uUrzY.

About this role: The Customer Success Manager (CSM) will be responsible for managing high-touch, strategic existing customer accounts.

The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption (Trusted Advisor), and fostering long-term relationships.

The CSM will work closely with top management, middle managers, and cross-functional teams to ensure the customer's success and alignment with their business goals.

What would be some of your responsibilities?


* Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement.


* Build and maintain strong, long-term relationships with top management and middle managers in customer organizations.


* Understand power maps and decision making process in customer organization.


* Understands customer strategy and how DG solutions (SCADA, ADMS, DERMS, GIS) can help in reaching these goals.


* Develop and implement customized onboarding plans tailored to individual customer needs.


* Create and manage customer success plans that align with the customer's business goals and desired outcomes.


* Prepare both standard and custom documentation to support onboarding and ongoing engagement.


* Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice.


* Collaborate closely with the Operations team for seamless handoffs in last phase of project delivery.


* Collaborate closely with the Sales team for seamless handoffs and cooperative customer management.


* Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals.


* Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies.


* Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences.


* Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements.


* Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment.


* Generate custom pricing proposals when necessar...