Serve as the primary point of contact for high-touch customers and guide them from onboarding through ongoing engagement.
Build strong, long-term relationships with stakeholders at all levels and understand each customer's strategic priorities and decision-making landscape.
Connect customer goals with the value of our Supervisory Control and Data Acquisition (SCADA), Advanced Distribution Management System (ADMS), Distributed Energy Resource Management System (DERMS) and Geographic Information System (GIS) solutions, and design tailored onboarding and success plans.
Lead regular touchpoints to share updates, resolve issues early, and offer proactive, strategic guidance.
Partner with Operations, Sales, Support and Partners to ensure smooth handoffs and a unified customer experience.
Prepare and deliver quarterly business reviews and contribute to annual SteerCo discussions to align on performance, value and future direction.
Monitor customer health, anticipate challenges, and drive retention and growth opportunities including digital and advisory services when relevant.
Contribute customer insights to Product teams and influence the roadmap based on real needs and feedback.
Support customer advocacy by contributing to use cases, success stories, webinars and industry events.
Generate tailored pricing proposals when needed and support contract renewal processes.
Contribute to continuous service improvement and help customers maximize the return on their investment.
Participate in tendering processes for new high-touch customers by responding to requests and collaborating across teams.
What you bring
Bachelor's or Master's degree in Power Engineering or a related field.
Proven experience in a customer-facing role within the software industry, ideally in customer success, stakeholder management or account management.
Strong understanding of how Power Distribution Utilities operate, including core processes and regulatory considerations.
Familiarity with ADMS, Outage Management System (OMS) and GIS solutions and how they integrate into a utility ecosystem.
Ability to translate technical concepts into clear, accessible language for non-technical stakeholders.
Excellent communication, interpersonal and negotiation skills, with the ability to build trust and collaboration across diverse teams.
Comfortable working in a fast-paced, changing environment and able to take initiative with a high degree of autonomy.
Experience with customer success platforms or engagement tools is an asset.
Ability to support occasional international travel (up to ~10% annually).
Professional proficiency in spoken and written English; additional languages are an advantage.
Minimum expected travel within and outside Americas: 25% during the year
We recognize that skills and competencies can be developed through a variety of experiences, both professional and personal. Even if you don't meet every single requirement listed, we still encourage you to apply. Your unique background and perspective could be exactly what we're looking for.
This job posting represents an active opportunity within our team. All applications are reviewed directly by our recruitment professionals, and no AI is used in the screening or selection process.
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Additional Information
Join us as a Senior Customer Success Specialist and play a key role in helping our customers get the most out of our platform. In this role, you'll be the go-to partner for a portfolio of high-touch, strategic accounts. You'll guide them through onboarding, support meaningful product adoption, and build genuine, long-term relationships that make a real difference in their day-to-day.
You'll collaborate closely with leaders across the business, from senior executives to operational teams, to understand each customer's goals and translate those goals into tangible outcomes. If you enjoy solving problems, connecting dots across teams, and becoming the trusted voice customers rely on, this could be a great place for you to grow and make an impact.
Schneider Electric · Montreal, Canada