Customer Success Management Specialist

Customer Success Specialist - EMEA

Main Mission

The Customer Success Specialist is responsible for measuring, managing and communicating the overall experience of our cloud SaaS customers and partners as it relates to their journey from just before the sale, then through all phases of the LAER lifecycle (land, adopt, expand, renew).

Offer Scope:

Offers with which the Customer Success Specialist will need to be familiar for onboarding and in some cases perform software support services such as configuration, upgrade assistance, data migration, etc.:


* EcoStruxure IT Expert

What will you do:

FOR NEW CUSTOMERS

Onboarding / Adoption


* Understand and document customer's primary challenges, goals, and definitions of success


* Deliver basic training, configuration assistance, & best practices for purchased solutions


* Coordinate / Partner with relevant service delivery teams (if implementation, project management, or custom services were purchased by the customer)


* Perform Implementation & Configuration Services.

FOR EXISTING CUSTOMERS

Proactive Success Management with Key Accounts


* Hold Regular Meetings to review


* Open issues/tickets


* New feature review & training


* Discovery & Tracking against customer's goals with our solutions


* Share Product Feedback with Product Management

Expansion Opportunity Detection


* Identify Opportunities to Migrate to Cloud (DCE to ITE, DCO/ITA On-Prem to ITA Cloud)


* Identify Opportunities for Software Services


* EcoStruxure IT Custom Solutions (3rd Party DDF Creation, Custom Integration, SSO Integration, etc.)


* CSM-Provided Services (Configuration, Upgrades, Training, Data Migration)

Perform Post-Sales / Support Services (When applicable)


* Upgrade assistance, training, data migration, configuration, etc.

Driving & Aiding the Renewals Process (in partnership with the Licensing & Renewals teams)


* Cloud Licenses

Partnering with key stakeholders


* Sales Teams


* EcoStruxure IT LOB Overlay Teams


* Regional Sales Teams

Data Center Customer Success Team


* If customers have DCO/ITA or DCE in addition to the above mentioned in-scope offers, the Customer Success Specialist will partner with the regional CSM to support the customer's needs

Service Teams


* Regional/Local Software Service Delivery Teams (where applicable)


* EcoStruxure IT Custom Solutions Team

Product Management


* It is crucial our Customer Success Specialists are closely aligned with our Product Management groups to deliver timely feedback on our solutions, and ensure our customers know their concerns are being heard and addressed

License & Renewal Team


* Working alongside stakeholders locally to have successful Renewal conversations

Customer Satisfaction


* Make sure that the NPS and CSAT scores are at the highest standards

This role will play an integral part of our Global Customer Success Team, working directly wi...