Customer Success Manager (High Tech) - GIS Professional

Schneider Electric is a leader in digital transformation and operational success, seeking a Customer Success Manager to partner with utilities. The role involves managing strategic customer accounts, ensuring successful onboarding, driving product adoption, and fostering long-term relationships to align with customers' business goals.

Responsibilities:

• Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement
• Build and maintain strong, long-term relationships with top management and middle managers in customer organizations. Understand power maps and decision making process in customer organization
• Understands customer strategy and how DG solutions (SCADA, ADMS, DERMS, GIS) can help in reaching these goals
• Develop and implement customized onboarding plans tailored to individual customer needs
• Create and manage customer success plans that align with the customer’s business goals and desired outcomes
• Prepare both standard and custom documentation to support onboarding and ongoing engagement
• Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice
• Collaborate closely with the Operations team for seamless handoffs in last phase of project delivery
• Collaborate closely with the Sales team for seamless handoffs and cooperative customer management
• Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals
• Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies
• Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences
• Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements
• Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment
• Generate custom pricing proposals when necessary and assist in contract renewals
• Work intensively with Sales and Support teams to ensure a coordinated approach to customer management
• Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually
• Engage customers in advocacy programs, helping them to present their success stories at user conferences and other industry events
• Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to Customers
• Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services
• Coordinate with Partner, if Partner is engaged in project delivery and/or L1 support
• Maximize the return on investment from our software and services
• Continuous Service Improvement, benefit from ongoing enhancements based on customer feedback and industry trends
• Build a long-term, collaborative relationship with our team dedicated to their success
• Participating in the tendering process during acquisition of new High-touch customers, by providing answers to customer’s requests, participating in tendering calls with customers, and closely collaborating with Tendering, Sales and Support during the whole process

Requirements:

• Education: Bachelor's/Master's degree in Power Engineering, or related field
• Proven experience in a customer-facing role within the software industry, with a focus on customer success, stakeholder management, account management, or similar functions
• Good understanding of Power Distribution Utilities' business, their processes and regulatory compliance principles is a significant advantage
• Understanding of ADMS/OMS/GIS software and its integration within utility landscape
• Strong understanding of software products for utilities and the ability to communicate technical concepts effectively to non-technical stakeholders
• Excellent communication, interpersonal and negotiation skills
• Ability to thrive in a fast-paced, dynamic environment and drive initiatives independently
• Support up to 10% international travel yearly
• Professional Proficiency in both written and spoken English is mandatory
• Familiarity with customer success platforms and tools is a plus
• German, Spanish and French also a plus