The Ultra Customer Success Management (CSM) is responsible for advancing customer relations and engagement for Secure Power & Cooling customers for the EcoStruxure Asset Advisor for IT offer. The CSM bridges the relationship between sales, execution, the connected services hub (CSH) and the customer, ensuring full realization of the offer benefits for the customer from execution through to digital services renewals. The CSM participates in report delivery, action plan development and oversight, project coordination and contract renewals.
Work closely with our direct and indirect North America sales force to manage customer relationships and overall satisfaction.
Work with Sales Architects to ensure effective handoff of projects from Sales to Execution and Monitoring
Understand the customer's expected vision and expected return on investment, then ensure SE meets or exceeds these expectations across the lifecycle of the contract
Participate in custom report delivery during the active monitoring lifecycle in partnership with the CSH
Lead the assigned clients to make cost effective decisions related to their equipment needs based data obtained from applicable SE data analytics
Must demonstrate ability to multi-task, prioritize work and meet deliverables and deadlines.
Must demonstrate attention to detail, ability to self-audit to ensure accuracy and establish measures of quality control over work product
Success Criteria
Services Business Performance (orders, sales, profitability, customer satisfaction)
Maintaining top level customer satisfaction and quality
Ensure timely project execution
Proactive Services Delivered
Thought leadership in our field and market
Coordination across Digital Services teams and Business Units
Qualifications
Engineering degree in Electrical, Power Systems or Computer Science, Systems & Networking, Cybersecurity, or similar degrees, or equivalent work experience
Fundamental understanding of data centers
Fundamental understanding of connected products and cloud-connected applications
Demonstrate a propensity to the Digital and Power Skills as defined through the SE Future Skills Playbook, particularly Making Decisions, Focusing on the Customer, Communicating / Active Listening, Prioritization, Curiosity, and Building a Network. For complete list of skills, see below.
Experience in software, hardware, networking, system troubleshooting, diagnosis and problem solving
Experience with Electrical Power Monitoring and Control Systems
Computer knowledge, particularly relating to server, network and operating system installation and configuration
Positive attitude, enthusiastic, self-motivated and customer-focused
People-person and team player, enjoying the cross-functional interaction required for this position
Comfortable working in a fast-paced, dynamic environment
Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers and personnel, account managers, sales personnel
Ability to occasionally travel to various customer sites in North America and worldwide
Desirable:
On-site or remote technical services experience
On-site or remote advanced technical support experience
Knowledge of Schneider Electric Secure Power and Cooling Products
Experience with CRM systems, Salesforce and / or Totango preferred
15 Power Skills as defined by SE Playbook
Making Decisions
Be Results Oriented
Focusing on the Customer
Communicating/Active Listening
Prioritization
Complex Problem Solving
Thinking Creatively
Critical Thinking
Being Open to Feedback
Emotional Intelligence
Change and Agile Mindset
Learning Agility
Curiosity
Taking Risks
Building a Network
We seek out and reward people for being straightforward, open, passionate, effective and challenging the status quo. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We're looking for people with a passion for success - on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY .
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