Position Overview
We are seeking a proactive and technically adept Customer Success Operations & Digital Engagement Specialist to join the Schneider Electric Digital Buildings team. This hybrid role is critical in driving operational excellence across Customer Success systems while directly engaging with a broad portfolio of customers via digital success programs. The ideal candidate will own the management of Totango, Tableau, and tech-touch campaigns to scale impact, improve adoption, and drive customer retention and growth.
Key Responsibilities
1. Tool Management & Success Play Optimization
• Manage and drive adoption of Totango for Customer Success planning, execution, and health tracking.
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Build and maintain SuccessPlays, customer journeys, and lifecycle campaigns that align with digital service strategy.
• Integrate Totango with CRM, Building Advisor, and other systems to ensure clean data flow and automation of repetitive tasks.
• Leverage Tableau (or Power BI) to create insightful dashboards and performance tracking tools for CSSs and leadership.
2. Digital Customer Engagement & Campaigns
• Execute tech-touch campaigns targeting 1000+ global customers, driving engagement, onboarding, adoption, and renewals.
• Develop campaign content and flows that trigger based on customer usage, health score, or lifecycle stage.
• Analyze campaign performance and iterate based on results to improve adoption, retention, and satisfaction.
3. Data Quality & Customer Insights
• Ensure data integrity, consistency, and usability across Totango and associated platforms.
• Conduct regular audits and cleanse customer data; resolve issues in collaboration with IT and data teams.
• Monitor customer health and usage metrics to identify risk and opportunity signals at scale.
4. Process Improvement & Standardization
• Document and optimize standard operating procedures for tool usage, campaign execution, and data handling.
• Proactively identify opportunities to streamline workflows and improve the efficiency of the Customer Success team.
• Collaborate across Customer Success, Sales, Connected Services Hubs (CSHs), and IT to align on global practices.
5. Training, Enablement & Internal Support
• Create and deliver training materials and onboarding guides for Customer Success Managers and other stakeholders.
• Act as the subject matter expert (SME) for Totango and campaign processes; troubleshoot and support adoption internally.
• Champion customer-centric operations that balance scalability, personalization, and business outcomes.
Qualifications and Skills
Education & Experience
• Bachelor's degree in Business, Data Analytics, Information Systems, or a related field.
• 3-5 years of experience in Customer Success Operations, Digital Customer Success, or Technical Account Management.
• Proven experience working with Totango (or similar CSM platform) and Tableau/Power BI.
• Experience in managing recurring digital services or SaaS-based platforms is preferred.
Technical Skills
• Strong command of customer data platforms, CRM tools (e.g., Salesforce), and analytics tools.
• Experience managing customer lifecycle campaigns and success journeys at scale.
• Familiarity with API integrations, basic automation tools, or scripting (nice to have).
Soft Skills
• Excellent written and verbal communication skills.
• Strong problem-solving, analytical thinking, and attention to detail.
• Comfortable working independently and cross-functionally in a fast-paced, global environment.
• Customer-centric mindset with a passion for driving digital adoption and value realization.
Schedule: Full-time
Req: 009GJT