Customer Success Manager

Description

The Customer Success Manager and Team Lead role is a unique opportunity to do what you love as a CSM while also operating in a leadership capacity. This role requires a blend of customer-focused expertise, leadership skills, and the ability to drive both individual and team success. This is a great opportunity for someone who has lead small CSM teams or has strong experience leading CS initiatives and transformations as an individual contributor.

This role reports to the Customer Success and Business Enablement Leader. Responsibilities include, but are not limited to:

As a CSM:

The Customer Success Manager is the go-to trusted advisor and greatest advocate for our recurring services customers. The CSM is responsible for ensuring their customers are successfully adopting, expanding, renewing, and realizing maximum value from their portfolio of Schneider Electric products, software, and services.

• Build strong relationships with multiple stakeholders at customer site, understanding each stakeholders priorities and level of influence.
• Develop meaningful customer success plans and subsequent action plans, ensuring we are on track to help our customer achieve their desired outcomes.
• Work closely with our direct and indirect North America sales force, project management teams, service bureaus, and others to manage customer relationships and satisfaction.
• Attend (with internal technical experts) consultative reviews of analytical reports regarding your customer Power Management system, Electrical Distribution systems, and/or UPS fleet.
• Actively identify opportunities to expand your customers partnership with Schneider Electric
• Provide guidance, action items, and relay the voice of customer to internal teams, holding those stakeholders accountable for any tasks assigned.
• Monitor the customers experience with our services to ensure the highest level of satisfaction and ROI.
• Navigate internal systems and teams to ensure timely escalation and resolution of any customer issues.
• Identify & mitigate churn risk for each customer and proactively evade dissatisfaction or lost business, ultimately driving customer retention.
• Develop strategic renewal plans incorporating solutions to customers challenges and goals
• Must demonstrate ability to work on multiple tasks at any given time, prioritize work, and meet deliverables and deadlines.
• Must demonstrate ability to work cross-functionally and cross-domain

As the CSM Team Lead:

• Manage the day-to-day activities of the team.
• Annual Objective Setting and Performance Reviews
• Motivating the team to achieve organizational goals.
• Developing and implementing timelines to achieve targets.
• Empowering team members with skills to improve their confidence, product knowledge, and

communication skills.

• Provide coaching and development for employees
• Managing Daily Staffing and Account Coverage (PTO, Training. Etc.)
• Manage metrics and address performance concerns in a timely manner
• Identify best practices and drive adoption across team
• Supervise activities and facilitate smooth workflow
• Give training and mentorship to team members to make them better on the job
• Strategist - Responsible for deciding how to approach tasks and develop a plan to accomplish

them

• Lead change management activities within the team
• Assist with headcount planning and forecasting of workloads

Qualifications

• Bachelor's degree in business, computer science, or engineering (or equivalent experience)
• Experience working in the field of customer success (or field with highly transferrable skills)
• Positive attitude, enthusiastic, self-motivated, and customer-focused
• People-person and team player, enjoying the cross-functional interaction required for this position
• Strategic mindset.
• Excellent communication and presentation skills.
• Confidence and skillful at negotiation.
• Strong organizational skills to give the team direction.
• Adept decision-making skills
• Comfortable holding others accountable
• Comfortable working in a fast-paced, dynamic, transformative environment
• Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers, account managers, sales personnel
• Experience with CRM systems, Salesforce and Totango, Gainsight, or ChurnZero
• Ability to occasionally travel to various customer sites in North America and worldwide

Desired but not required:

• Understanding of Power Quality products
• Knowledge of Power Management and Electrical Distribution
• Experience with Electrical Power Monitoring and Control Systems and products
• Power and/or electrical systems knowledge

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Our Total Rewards package outlines all the benefits and support you'll enjoy as part of the Schneider Electric team:

Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.

Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.

Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.

Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.

Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.