Customer Satisfaction & Quality Manager

Customer Satisfaction & Quality M anager

The Cust omer Satisfaction & Quality Manager will lead initiatives that strengthen customer and partner engagement by embedding methodology , culture, and value realization across the organization. This role focuses on designing and implementing frameworks that ensure customers and partners achieve measurable outcomes, fostering long-term loyalty and growth.

Key Responsibilities

• Develop and maintain Customer Journey Mapping to identify touchpoints and optimize the end-to-end experience.
• Build and present ROI cases that demonstrate the tangible value delivered to customers and partners.
• Integrate value realization into Quarterly Business Reviews (QBRs) and expansion motions, ensuring alignment with business objectives .
• Champion Customer Success Methodology and Culture, acting as a principal advocate for best practices across teams.
• Support CSM on design and execute Success Plans that define clear goals, milestones, and measurable outcomes for customers.
• Collect and share Success Stories that highlight impactful results and drive advocacy.
• Create and manage a Customer Maturity Roadmap, guiding customers through progressive stages of adoption and value realization.
• Ensure strong alignment and collaboration with the Partner Success Organization to deliver a unified experience.
• Develop and maintain playbooks that standardize Customer Success principles and best practices.
• Deliver training programs on CS principles for Customer Success Managers (CSMs) and Partner Success Managers (PSM) to ensure consistent methodology and culture.
• Design and manage the onboarding process for new team members, ensuring they are equipped with tools, knowledge, and cultural alignment.
• Manage the calendar of internal and external events and presentations, ensuring impactful participation and alignment with strategic goals.
• Create synergy with Marketing and Product teams to align messaging, campaigns, and customer engagement strategies.
• Lead campaigns, ensuring continuous measurement and improvement of customer and partner experience.
• Collaborate with cross-functional teams to embed experience-driven practices into operational workflows.

Qualifications

• Education: Bachelor's degree in Business , Customer Experience, Marketing, or related field.
• Proven experience in Customer Success, Customer Experience, or Partner Management within SaaS or technology environments.
• Strong understanding of customer journey design, value realization frameworks, success planning, and maturity models.
• Experience in developing playbooks, training programs, onboarding processes, and managing events or campaigns.
• Excellent communication and storytelling skills to articulate ROI and success narratives.
• Ability to influence and drive cultural change across diverse teams.
• Experience with Customer Success platforms and CRM systems is a plus.
• Fluent in English (written and spoken) to collaborate effectively with global stakeholders.
• Strong analytical skills to measure experience impact and identify improvement opportunities.

W hat we offer :

• Hybrid working model (WFH or Office) & flexible working hours
• 24+ days of annual leave
• International team with the possibility for training & upskilling
• Gym & sports activities
• Learning & Development for each employee (including internal platforms & additional budget)
• Having a chance to be mentored by any worldwide expert inside Schneider Electric
• The financial, legal, and psychological assistance program
• Private health insurance
• Summer recharge program during July and August
• Lunch inside our Hub with discounts
• Family policy - Parental leave and Care leave
• Recognition culture through our own StepUp platform & annual bonus
• Building a career in the #1 world sustainable multinational company

We look forward to meeting you!

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.

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.

Client-provided location(s): Novi Sad, Serbia

Job ID: Schneider_Electric-https://careers.se.com/jobs/106698?lang=en-us

Employment Type: FULL_TIME

Posted: 2026-02-04T18:48:32