Job Description

We are looking for a Customer Success Specialist to make an impact! In this role, you will manage mid-tier existing customer accounts, providing proactive engagement to ensure customer satisfaction and retention. The role requires balancing operational tasks such as onboarding and account management with strategic relationship-building efforts with middle management. The Customer Success Specialist will be focued on aligning customer outcomes with company offerings while ensuring the timely delivery of services and support. 

What will you do?

• Act as the main point of contact for mid-touch customers, maintaining operational relationships primarily with middle managers.
• Establish and maintain regular communication with customers, ensuring consistent engagement through weekly and quarterly touchpoints.
• Implement standard onboarding plans to guide customers through their initial product setup and adoption process.
• Generate and manage customer success plans, outlining goals and measurable outcomes.
• Provide and prepare standard documentation and pricing for mid-touch customers.
• Maintain consistent communication with customers, including weekly updates and periodic reviews.
• Conduct biannual business reviews to assess customer health, identify any issues, and propose solutions.
• Engage in periodic communication with Sales teams to ensure alignment and cooperation on customer needs and renewals.
• Focus on customer retention by identifying risks and addressing them proactively.
• Assist in generating internal success stories (1 or more per customer) that highlight key achievements and successful use cases.
• Facilitate webinars with advocates and multi-customer sessions to foster knowledge sharing and product expertise within the customer base.
• Work with product owners to gather customer feedback, providing valuable insights that influence the product roadmap.
• Encourage customer participation in advocacy programs, including user conferences and webinars, positioning them as leaders in their field.
• Prepare standard documentation for mid-touch customers, ensuring all required materials are tailored to their needs.
• Create and maintain standard pricing for mid-tier accounts, with occasional customization as required by customer needs.
• Contribute to the development and dissemination of internal reports tracking customer health, retention rates, and engagement metrics.
• Collaborate with Sales and Support teams on customer-related initiatives, ensuring a smooth handoff and cohesive support for the customer.
• Maintain a strong partnership with internal teams to ensure customer issues are resolved and escalations are managed effectively.
• 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 Mid-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.

What qualifications will make you successful?

• Bachelor’s degree in business, Analytics, Software/Power Engineering, or related field.
• Proven experience in a customer-facing role within the software industry, with a focus on customer success, account management, or similar functions.
• Strong understanding of software products and the ability to communicate technical concepts effectively to non-technical stakeholders.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to thrive in a fast-paced, dynamic environment and drive initiatives independently.
• Familiarity with customer success platforms and tools is a plus.
• Support up to 10% international travel yearly.

What’s in it for me?

• Global Family Leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership

…and more!

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.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our  IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric – apply today!

€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World’s most sustainable corporations

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

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.
  
You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
 
Schneider Electric is an Equal Opportunity Employer. It is our policy 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.

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