Customer Success Management Specialist

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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 (3 rd 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 Specialist s 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 with our EcoStruxure IT Custom Solutions Team, Customer Support Team, Product Management, Software sales teams, and License & Renewals Team to grow accounts and create a best-in-class experience for our EcoStruxure IT customers. What will make you successful: Fluency in English. Additional language is a plus. Bachelor's Degree Minimum 3 years experience in Software Industry Solution Selling / Consultative Selling skills This job might be for you if you: Have a customer-first and empathetic mindset Understand complex business organizations of varying sizes, and their operating standards Exhibit strong strategic thinking, initiative and leadership skills Have the ability to identify and work with key stakeholders needed to enact positive changes Have experience working with cross functional, cross-cultural teams Are a self-starter with a strong ability to identify new opportunities for improvement Possess excellent written and verbal communication skills Desired Backgrounds & Experience Include: Customer Success/Communication or technical Knowledge of Schneider Electric's Secure Power Business SaaS Experience Knowledge of Customer Success as a function.

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