Deputy manager CSS, Energy Analyst I

The Client Success Specialist (Pool CSS) operates within a centralized process driven model supporting a pool of multiple Key and Emerging level clients simultaneously.

The role serves as the operational backbone of Client Delivery, ensuring consistent, efficient, and high-quality service execution across a pooled portfolio of client accounts.

The Pool CSS is responsible for managing recurring operational activities, responding to client and internal stakeholder requests, maintaining system and data integrity, supporting service implementation, and ensuring adherence to internal service standards and KPIs.

Working in a fast-paced and dynamic environment, they must effectively prioritize competing demands, demonstrate strong ownership and accountability, and collaborate cross-functionally to resolve issues and drive operational excellence.

This role provides extensive exposure to multiple markets, client portfolios, and business functions, enabling the development of strong problem-solving capabilities, operational expertise, and client service skills.

ROLES AND RESPONSIBILITIES

The main responsibilities include:

1.

Client Operations & Service Delivery

a.

Provide operational support across multiple Key and Emerging client accounts within the Pool Support structure.

b.

Manage and resolve client and internal requests in accordance with established KPIs and service standards.

c.

Ensure timely execution of recurring operational activities that support client service delivery.

d.

Monitor and maintain service quality, accuracy, and responsiveness across assigned client portfolios.

e.

Proactively identify and resolve operational issues before they impact client experience.

f.

Support service implementation activities for new clients and scope expansions.

2.

Portfolio Administration & System Management

a.

Maintain client, site, contract, and account information within Schneider Electric systems.

b.

Create and update accounts, divisions, contracts, and service-related records in CBMS.

c.

Manage account maintenance requests, site additions, removals, and scope changes.

d.

Update client structures and user access permissions where applicable.

e.

Ensure accurate and timely maintenance of operational records and documentation.

3.

Data Management & Operational Controls

a.

Monitor invoice collection activities and proactively address exceptions.

b.

Manage invoice-related requests, discrepancies, and tracking activities.

c.

Support data quality initiatives by identifying inconsistencies and raising correction requests.

d.

Review operational reports and trackers to identify and resolve service delivery issues.

e.

Perform data validation and quality checks to maintain system accuracy.

f.

Support manual data updates and reporting activities where required.

4.

Resource Advisor & Client Platform Support

a.

Support user administration, access management, and account configuration activities.

b.

Assist clients with basic platform-related quer...