Customer Success Systems Specialist

Customer Success Systems Specialist

The CS Systems Specialist will be responsible for maximizing the ROI of the Customer Success technology stack by ensuring full deployment, optimization, and adoption of tools across the organization.

This role focuses on driving efficiency, enabling data-driven decisions, and empowering teams through technology and training.

Key Responsibilities


* Ensure the complete deployment and maintenance of CS Tool (Totango), including all modules, products, integrations and relevant customer information.


* Implement and manage an improvement plan for CS Tool, ensuring continuous optimization and alignment with business needs.


* Structure and maintain Salesforce tools, keeping configurations and data up to date.


* Monitor and manage the roadmap for CS tools and new features, ensuring timely adoption and communication of updates.


* Create content, documentation, guides, and training materials to support tool usage and best practices.


* Deliver training sessions for Customer Success Managers and other stakeholders to maximize tool adoption and efficiency.


* Interact with cross-functional teams (Sales, Marketing, Product, Operations) to encourage tool usage and gather feedback for improvements.


* Act as a point of contact for tool-related issues, coordinating with vendors and internal IT when necessary.


* Track and report on tool performance and adoption metrics, ensuring ROI is achieved and communicated.

Qualifications


* Education: Bachelor's degree in Information Systems, IT, Business, or related field.


* Proven experience in Customer Success systems administration or similar roles within SaaS or technology environments.


* Strong knowledge of CS Tools and CRM platforms; experience with configuration, optimization and integration.


* Ability to create training programs, documentation, and playbooks for system usage.


* Excellent communication skills to engage with technical and non-technical stakeholders.


* Strong analytical skills to measure adoption, performance, and ROI of tools.


* Familiarity with data governance


* Fluent in English (written and spoken) to collaborate effectively with global teams.

What we offer:


* Hybrid working model (WFH or Office) & flexible working hours


* 24+ days of annual leave


* International team with the possibility for training & upskilling


* Gym & sports activities


* Learning & Development for each employee (including internal platforms & additional budget)


* Having a chance to be mentored by any worldwide expert inside Schneider Electric


* The financial, legal, and psychological assistance program


* Private health insurance


* Summer recharge program during July and August


* Lunch inside our Hub with discounts


* Family policy - Parental leave and Care leave


* Recognition culture through our own StepUp platform & annual bonus


* Building a ...