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470 Schneider Electric Jobs
Customer Success Manager
5-9 years
Gurgaon / Gurugram
1 vacancy
Customer Success Manager
Schneider Electric
posted 3d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Lead and maintain the ongoing client relationships for recurring services, organize and manage recurring communication of client performance, ensure our internal commitments are delivered with excellence, that the customer outcomes are achieved , and promote/support additional value from our extensive line of solutions.
Assist and manage the client relationship through each of the lifecycle stages of Adopt, Expand and Renew . Help clients achieve faster time to value through onboarding and usage training, explore opportunities to expand existing and leverage other services, contribute to sales with upsell opportunities and minimize churn . Improve customer experience through ensuring that product support and customer complaints are handled in a timely manner.
Activities & Ares of Responsibility includes -
Serve as the primary point of accountability for assigned clients for Digital as well as non-digital recurring services.
Advise and develop client vision, clearly define desired business outcomes and create a success plan .
Be in charge of renewal & limit churn rate
Identify possible pull through opportunities (renewal, cross and upselling) with Service Bureau experts (CSH)
Provide regular customer updates, data insights , performance / issue trends (QBRs, etc.)
Build out and track standard Customer Health Score Metrics
Build, maintain and leverage strong relationships with clients and Business Decision Makers within each customer to influence adoption
Ensure data quality of information captured in the contract for a smooth execution and renewal
Ensure in particular that the entitled Installed Base is 100% attached to contract , at contract start or renewal, and during contract lifecycle
Provide a feedback loop on potential offer improvements, based on customer adoption & direct input
Identify users of SE Digital services offers & secure customer satisfaction.
Drive usage and help accelerate customer value for each product /service
Ensure follow-up meetings with country Sales (cover E2E opportunity process, from lead to order)
Share and implement best practices to drive up realization of outcomes
Main interactions -
Sales closes the deal and hands off to Customer Success in the LAND phase,
FS, IOT integration Mgr and CSH support in the Set-up and Onboarding in the ADOPT phase,
Sales receives the opportunities detected by CSH and CSMs in the EXPAND phase
Sales supports in the RENEW stage depending on customer needs and complexity
KPIs -
Renewal Rate / Customer churn rate
NSS (>90%)
Product adoption rate
Customer health score / Net Promoter Score (NPS)
Upsell and cross-sell / Referrals / Conversion rate or trials
Bachelor of Engineering degree preferred
Knowledge of the large and critical electro-intensive industry, ecoStruxure , IoT or Cloud
Employment Type: Full Time, Permanent
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What people at Schneider Electric are saying
Customer Success Manager salary at Schneider Electric
reported by
3
employees
with 5-9
years exp.
₹6.9
L/yr - ₹12
L/yr
30%
less
than the average Customer Success Manager Salary in India
View more details
What Schneider Electric employees are saying about work life
based on 3.7k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Schneider Electric Benefits
View more benefits
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Schneider Electric Gurgaon / Gurugram Office Location
Gurugram Office
Headquarter
Schneider Electric, 9th Floor, DLF Building No. 10, Tower C, DLF Cyber City, Phase II
Gurugram
Haryana 122002
Haryana 122002
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