Specialist, Customer Success

Join us as a Customer Success Manager at Schneider Electric, where you will partner with leading utilities to accelerate digital transformation, enhance operational success, and deliver measurable business value through advanced grid software solutions.

The Customer Success Manager (CSM) will be responsible for managing high-touch, strategic existing customer accounts. The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption (Trusted Advisor), and fostering long-term relationships. The CSM will work closely with top management, middle managers, and cross-functional teams to ensure the customer’s success and alignment with their business goals.

• Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement.
• Build and maintain strong, long-term relationships with top management and middle managers in customer organizations. Understand power maps and decision makin process in customer organization.
• Understands customer strategy and how DG solutions (SCADA, ADMS, DERMS, GIS) can help in reaching these goals.
• Develop and implement customized onboarding plans tailored to individual customer needs.
• Create and manage customer success plans that align with the customer’s business goals and desired outcomes.
• Prepare both standard and custom documentation to support onboarding and ongoing engagement.
• Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice.
• Collaborate closely with the Operatios team for seamless handoffs in last phase of project delivery.
• Collaborate closely with the Sales team for seamless handoffs and cooperative customer management.
• Organize quarterly business reviews (QBRs) and take part in annual Steer Co meetings to discuss performance, progress, and future goals.
• Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies.
• Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences.
• Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements.
• Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment.
• Generate custom pricing proposals when necessary and assist in contract renewals.
• Work intensively with Sales and Support teams to ensure a coordinated approach to customer management.
• Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually.
• Engage customers in advocacy programs, helping them to present their success stories at user conferences and other industry events.
• Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to Customers.
• Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services.
• Coordinte with Partner, if Partner is engaged in project delivery and/or L1 support
• Maximize the return on investment from our software and services.
• Continuous Service Improvement, benefit from ongoing enhancements based on customer feedback and industry trends.
• Build a long-term, collaborative relationship with our team dedicated to their success.
• Participating in the tendering process during acquisition of new High-touch customers, by providing answers to customer’s requests, participating in tendering calls with customers, and closely collaborating with Tendering, Sales and Support during the whole process.

• Education:
  
  Bachelor’s/Master’s degree in Power Engineering, or related field.
• Proven experience in a customer-facing role within the software industry, with a focus on customer success, stakeholder management, account management, or similar functions.
• Good understanding of Power Distribution Utilities' business, their processes and regulatory compliance principles is a significant…