Deputy manager CSS, Energy Analyst I
The Client Success Specialist (Pool CSS) operates within a centralized process driven model supporting a pool of multiple Key and Emerging level clients simultaneously. The role serves as the operational backbone of Client Delivery, ensuring consistent, efficient, and high-quality service execution across a pooled portfolio of client accounts. The Pool CSS is responsible for managing recurring operational activities, responding to client and internal stakeholder requests, maintaining system and data integrity, supporting service implementation, and ensuring adherence to internal service standards and KPIs. Working in a fast-paced and dynamic environment, they must effectively prioritize competing demands, demonstrate strong ownership and accountability, and collaborate cross-functionally to resolve issues and drive operational excellence. This role provides extensive exposure to multiple markets, client portfolios, and business functions, enabling the development of strong problem-solving capabilities, operational expertise, and client service skills.
ROLES AND RESPONSIBILITIES
The main responsibilities include:
1. Client Operations & Service Delivery
a. Provide operational support across multiple Key and Emerging client accounts within the Pool Support structure.
b. Manage and resolve client and internal requests in accordance with established KPIs and service standards.
c. Ensure timely execution of recurring operational activities that support client service delivery.
d. Monitor and maintain service quality, accuracy, and responsiveness across assigned client portfolios.
e. Proactively identify and resolve operational issues before they impact client experience.
f. Support service implementation activities for new clients and scope expansions.
2. Portfolio Administration & System Management
a. Maintain client, site, contract, and account information within Schneider Electric systems.
b. Create and update accounts, divisions, contracts, and service-related records in CBMS.
c. Manage account maintenance requests, site additions, removals, and scope changes.
d. Update client structures and user access permissions where applicable.
e. Ensure accurate and timely maintenance of operational records and documentation.
3. Data Management & Operational Controls
a. Monitor invoice collection activities and proactively address exceptions.
b. Manage invoice-related requests, discrepancies, and tracking activities.
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c. Support data quality initiatives by identifying inconsistencies and raising correction requests.
d. Review operational reports and trackers to identify and resolve service delivery issues.
e. Perform data validation and quality checks to maintain system accuracy.
f. Support manual data updates and reporting activities where required.
4. Resource Advisor & Client Platform Support
a. Support user administration, access management, and account configuration activities.
b. Assist clients with basic platform-related queries and troubleshooting.
c. Support creation and maintenance of client dashboards, reports, and standard configurations.
d. Deliver platform guidance and training to clients when required.
e. Promote platform adoption and standardized reporting practices.
5. Invoice Validation & Exception Management
a. Monitor exception notices and invoice validation activities.
b. Coordinate with internal teams and clients to resolve billing discrepancies.
c. Support collection of required documentation and information for issue resolution.
d. Track issue resolution progress and ensure timely closure of outstanding items.
6. Client & Stakeholder Coordination
a. Serve as a key operational contact point for assigned client activities.
b. Collaborate with the other CoE teams (such as client management, data, sourcing, energy cost analytics and others) along with the many other internal stakeholders to ensure seamless service delivery.
c. Communicate effectively with clients regarding operational requests, documentation requirements, and service updates.
d. Escalate risks and service issues appropriately while proposing recommended solutions.
7. Continuous Improvement
a. Identify opportunities to improve operational efficiency and service quality through various projects.
b. Contribute to process standardization initiatives and best practice sharing.
c. Support automation, simplification, and operational excellence programs.
d. Participate in knowledge-sharing and cross-training activities within the Pool Support team.
SKILLS
1. Multi-Client Prioritization & Decision-Making
2. Ownership & Accountability
3. Proactive Problem Solving
4. Strong Communication Skills and Stakeholder Management
5. Cross-Functional Collaboration & Influence
6. Adaptability & Agility
7. Customer Service Orientation
8. Attention to Detail and Quality Focus
9. Advanced Microsoft Excel proficiency
10. Data analysis and reporting capabilities
11. Ability to interpret operational metrics and KPIs
12. System and process management skills
COMMON ROLES AND RESPONSIBILITIES
1. Beyond the activities described above, the employee may be required to perform additional planned or ad-hoc responsibilities assigned by their direct manager.
2. The employee is expected to contribute towards achieving individual, team, and organizational objectives aligned with the annual business goals.
3. As a member of Schneider Electric, the employee will demonstrate the company's core values and expected behaviors in all interactions with clients, partners, and colleagues.
4. The employee is required to comply with all applicable company policies, procedures, compliance requirements, information security standards, and health and safety guidelines.
5. The employee will actively support a culture of collaboration, continuous learning, inclusion, and operational excellence.
- Graduate or Post Graduate degree in Business, Commerce, Engineering, Environmental Studies, or a related field.
- 1-3 years of experience in client support, operations, account management support, shared services, or a related business operations environment.
- Experience working with multiple stakeholders and managing competing priorities.
- Experience with data management, reporting, or operational support functions is preferred.
Excellent written and verbal English communication skills
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