Customer Success Manager
Schneider Electric Posted on 2022-11-18
| Salary | Not mentioned |
|---|---|
| Location | Remote in United States |
| Type | Full-time |
Job Description
Job Description:
What qualifications will make you successful?
Let us learn about you! Apply today.
What will you do?
Lead and maintain the ongoing client relationships for recurring services on a defined portfolio of contracts, during the lifecycle of the contracts, from Order Entry up to Renewal.
Ensure proper handover from Sales to Execution and proper booking in our systems ; align with Sales on customers expectations and help our customers to achieve faster time to value
Ensure that our internal commitments are delivered / executed with excellence and profitably, and that the customer outcomes are achieved.
Maintain constant interactions with customers on contract performance and improving customer experience ; ensure that support requests and complaints are handled in a timely manner
Partner with Sales to explore opportunities to expand existing contract and leverage other services and maximize Renewal Rate.
- Engage with Sales during ‘negotiate to win’ stage of the opportunity to prepare smooth order booking : ex. check credit limits, parts availability, etc.
- Serve as the primary point of accountability, once contract is won, for assigned customers under recurring contracts.
- Connect with Sales to ensure a proper handover to Execution: clear understanding of the customers expectations, including coverage and SLA, etc.
- Support the Service Order Manager (contract booking in ERP and finalization in BFS) to enable proper execution of the contract in our tools
- Ensure in particular that the entitled Installed Base is 100% attached to contract, at contract start or renewal, and during contract lifecycle
- Kick-off with customer: ensure desired business outcome will be met and create a success plan, with fastest ‘time to value’. Ensure business outcomes and highest satisfaction are met all along contract lifecycle with regular reviews.
- Ensure economical performance of their contract portfolio (profitability). Take the right actions to reach performance objective (ex. repair under contract reduction, influence cost to serve optimization, uplifts, etc.)
- Review FSR opportunity notifications (Leads) tied to their contract portfolio before assignment to FSS as per FSR Lead generation process. In case of named FSR’s for the contract, keep close feedback loop with the FSR’.
- Be the primary point of contact for FSR’s in case of change order (customer asking for task out of the Scope of Work while FSR is on site) and make the decision to invoice or not. Follow the volume of change orders requested by customer
- Maintain a close relationship with customers to influence adoption and explore new opportunities to expand existing contract and leverage other services.
- Manage the portfolio of upcoming renewals. Partner with Sales to maximize renewal rate on their contract portfolio (joint responsibility on Renewal Rate achievement) ; prepare the quote, or partner with Tendering team (e.g. complex quote, change of scope, T&C’s, etc.) for Sales to expose to customer
- Systematic analysis of non-renewal causes (together with Sales) during Customer meeting (e.g. “exit” form)
- Sales closes the deal (‘capture rate’) then handovers to Service Plan Manager for execution
- Order management: proper contract entry in our systems (ERP, BFS)
- Execution (FSR’s and Planners) during contract execution phase, including change order and validation of FSR opportunity notifications (leads)
- Tendering and Sales supports in the renewal depending on customer needs and complexity
- Commercial Category manager and LOB recurring offer manager to enrich their knowledge on recurring offer and feedback on success or non-renewal
- Renewal Rate
- Customer health score / Net Promoter Score (NPS)
- Contract profitability
- Contract value increase / Upsell
What qualifications will make you successful?
- Bachelor of Science or Engineering degree preferred
- Knowledge of the large and critical electro-intensive industry and a proven track record of generating or leading related opportunities
- Proficient computer experience in Microsoft Office Products, ERP’s, Salesforce
- High commitment to the company’s vision and values.
- Excellent analytical skills and attention to detail.
- Excellent communication skills both verbal and written.
- Effective working in team environment.
- Customer oriented, Nurturing, Farmer Characteristics
- Dynamic & entrepreneur
- Bringing forward proposal
(External) English Qualifications:
- USA:Schneider Electric offers an inclusive benefits package to support all of our employees such as;
- flexible work arrangements, paid family leave, 401(k) + match, well-being programs, holidays & paid time off, military leave benefits, and more.
- Learn more about working with us: http://se.com/us/careers
Let us learn about you! Apply today.
(External) English Company Boiler Plate:
Why us?
Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
€25.7bn global revenue
137 000+ employees in 100+ countries
45% of revenue from IoT
5% of revenue devoted for R&D
You must submit an online application to be considered for any position with us. This position will be posted until filled
It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
Company description:
Schneider’s purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On. Our mission is to be your digital partner for Sustainability and Efficiency. We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries. We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values. -135,000+ employees -100+ countries -27.2B Euro in revenue (FY2019)
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