Customer Success Specialist - EMEA

Main Mission

The Customer Success Specialist is responsible for measuring, managing and communicating the overall experience of our cloud SaaS customers and partners as it relates to their journey from just before the sale, then through all phases of the LAER lifecycle (land, adopt, expand, renew).

Offer Scope:

Offers with which the Customer Success Specialist will need to be familiar for onboarding and in some cases perform software support services such as configuration, upgrade assistance, data migration, etc.:

• EcoStruxure IT Expert

What will you do:

FOR NEW CUSTOMERS

Onboarding / Adoption

• Understand and document customer's primary challenges, goals, and definitions of success
• Deliver basic training, configuration assistance, & best practices for purchased solutions
• Coordinate / Partner with relevant service delivery teams (if implementation, project management, or custom services were purchased by the customer)
• Perform Implementation & Configuration Services.

FOR EXISTING CUSTOMERS

Proactive Success Management with Key Accounts

• Hold Regular Meetings to review
• Open issues/tickets
• New feature review & training
• Discovery & Tracking against customer's goals with our solutions
• Share Product Feedback with Product Management

Expansion Opportunity Detection

• Identify Opportunities to Migrate to Cloud (DCE to ITE, DCO/ITA On-Prem to ITA Cloud)
• Identify Opportunities for Software Services
• EcoStruxure IT Custom Solutions (3rd Party DDF Creation, Custom Integration, SSO Integration, etc.)
• CSM-Provided Services (Configuration, Upgrades, Training, Data Migration)

Perform Post-Sales / Support Services (When applicable)

• Upgrade assistance, training, data migration, configuration, etc.

Driving & Aiding the Renewals Process (in partnership with the Licensing & Renewals teams)

• Cloud Licenses

Partnering with key stakeholders

• Sales Teams
• EcoStruxure IT LOB Overlay Teams
• Regional Sales Teams

Data Center Customer Success Team

• If customers have DCO/ITA or DCE in addition to the above mentioned in-scope offers, the Customer Success Specialist will partner with the regional CSM to support the customer's needs

Service Teams

• Regional/Local Software Service Delivery Teams (where applicable)
• EcoStruxure IT Custom Solutions Team

Product Management

• It is crucial our Customer Success Specialists are closely aligned with our Product Management groups to deliver timely feedback on our solutions, and ensure our customers know their concerns are being heard and addressed

License & Renewal Team

• Working alongside stakeholders locally to have successful Renewal conversations

Customer Satisfaction

• Make sure that the NPS and CSAT scores are at the highest standards

This role will play an integral part of our Global Customer Success Team, working directly with our EcoStruxure IT Custom Solutions Team, Customer Support Team, Product Management, Software sales teams, and License & Renewals Team to grow accounts and create a best-in-class experience for our EcoStruxure IT customers.

What will make you successful:

• Fluency in English. Additional language is a plus.
• Bachelor's Degree
• Minimum 3 years experience in Software Industry
• Solution Selling / Consultative Selling skills

This job might be for you if you:

• Have a customer-first and empathetic mindset
• Understand complex business organizations of varying sizes, and their operating standards
• Exhibit strong strategic thinking, initiative and leadership skills
• Have the ability to identify and work with key stakeholders needed to enact positive changes
• Have experience working with cross functional, cross-cultural teams
• Are a self-starter with a strong ability to identify new opportunities for improvement
• Possess excellent written and verbal communication skills

Desired Backgrounds & Experience Include:

• Customer Success/Communication or technical
• Knowledge of Schneider Electric's Secure Power Business
• SaaS Experience
• Knowledge of Customer Success as a function.

What's in it for you:

• Opportunity to shape the digital transformation journey of diverse clients worldwide
• Development of expertise in cutting-edge online marketing tools and analytics
• Clear path for growth in a rapidly evolving digital sales environment
• Exposure to global markets and diverse client portfolios
• Collaborative environment focused on innovation and customer success

Let us learn about you! Apply today.

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!

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

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.