Customer Success Management Specialist

Schneider Electric Canada has an opportunity for a Digital Power Customer Success Management Specialist whose mission is to accelerate the power digitalization of our customers through software and services.

The Customer Success Manager (CSM) is responsible for advancing customer relations and engagement with Digital Power customers. By actively listening to clients, the CSM strives to obtain a full understanding of the client's strategic goals and tactical needs in order to drive business growth and shared success for both the client and across Schneider Electric (SE).

What will you do?

We are seeking an organized and customer-oriented candidate to maximize the value of our Digital Power Solutions and Services for our customers by providing information and advice about our Digital Power portfolio and coordinating requests.

Our Digital Power Solutions and Services portfolio being composed of Power Management and Control solutions, Power Quality Correction solutions, Consulting services and technical support. The candidate will work both independently and in collaboration with our outside sales teams.

• Promote the unique EcoStruxure Power Value Propositions for the end-customer segment application to influence customers and understand customer applications for managing their power distribution system.
• Demonstrate the value proposition of Schneider EcoStruxure Power enabling the digital transformation of our customer's power distribution.
• Bring differentiation and innovation to our customers, addressing business needs, process constraints, and technical challenges.
• Build and maintain relationships with clients and key personnel within client companies to ensure long term repeat business.
• Conduct business reviews with sales, operations, services to ensure clients are satisfied with their products and services.
• Conduct periodic check in meetings with clients to ensure the day-to-day tactical needs are met.
• Lead the assigned clients to make cost effective decisions related to their energy monitoring and management needs.
• Work closely with Outside Sales teams to alert them of potential sales opportunities and ensure follow up.
• Utilize site/system knowledge and application familiarity to facilitate of required meetings between sales, Ops, digital services and the customer.
• Identify business growth opportunities including system enhancements, Services Plans renewal and any Digital Power modernization and services opportunities by continuously evaluating the growth of size and complexity of existing system and make subsequent recommendations to key internal and/or external stakeholders.
• Follow up on opportunities and secure sales.
• Develop and drive medium and long term strategy with the client and SE.
• Escalate and resolve areas of concern as raised by clients.
• Monitor client satisfaction survey and establish / monitor client health forecasting.
• Achieve business and client relationship targets / KPI's.
• Monitor company performance against service level agreements and flagging potential issues.

• Digital Power Services Business Performance (orders, sales, profitability, customer satisfaction & health)
• Maintaining top level quality
• Advancing the Customer EcoStruxure Power Story
• Proactive and Consultative Services Delivered
• Thought leadership in our field and market
• Coordination across Digital Power and Services teams and Business Units

• Engineering degree with a bias toward engineering and technology
• Experience in software, hardware, networking, database and/or 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
• 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
• Bilingualism (English and French) is mandatory for this role