Leader - Customer Success Management

Job Description

Leader - Customer Success Management - 009ERWCustomer Success Management is a team that focuses on the customer experience with the goal of maximizing adoption, expansion, and renewals of Annual Recurring Revenue (ARR). The CSM Leader for Gr. India is responsible for leading the team of regional CSMs, ensuring perpetual engagement between Schneider Electric and its customers through specifically trained professionals.This team is responsible for leading and maintaining the ongoing client relationships for recurring services, organizing and managing recurring communication of client performance, ensuring our internal commitments are delivered with excellence, achieving customer outcomes, and promoting/supporting additional value from our extensive line of solutions.The Customer Success Management team assists and manages 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 by ensuring that product support and customer complaints are handled in a timely manner.Overall, the CSM Leader is accountable for driving the on-time renewal of assigned contracts, continuously guiding the team throughout the L.A.E.R (Land, Adopt, Expand, Renew) stage in the customer success journey, performance management, and taking up strategic initiatives to further enhance the productivity of the team.Major KPIs and Areas of Responsibilities of CSM Leader includes:

• ONTIME Renewal Rate: >80 PERCENT renewal rate for Digital, EcoCare (ED and E3S), recurring contracts under CSM coverage.
• CSM Coverage: Ensure > 50 PERCENT coverage of ARR by the CSM on blended portfolio i.e., PSPPSPC (EcoCare, Digital, Non-Digital) contracts.
• Expansion Opportunities: 300 MINR lead gen by the CSM team covering upselling and cross-selling opportunities with recurring customers.
• CSM Engagements: Ensure >80 PERCENT CSM interactions are scheduled and performed on a monthly basis (as per the Countrys communication framework).
• Customer Adoption: 100 PERCENT Success Plan Canvas for High Touch Contracts in Totango, regular review with the customers during contract duration, 80 PERCENT Onboarding within 30 days (after provisioning), >90 PERCENT Onboarding within 21 days for ECR non-concurrent orders (after CVCP).
• Customer Satisfaction: >90 PERCENT Health Score on Portfolio (Totango), >80 PERCENT Onboarding & Overall NSS (to gauge customer satisfaction during periodic connects). F2F meetings feedback to be collected on Medallia Living Lens (VoiceText).
• Process Improvement & Governance: Regular update of Platforming and sizing tool, Weekly cadence with CSMs, Service Planner, Monthly Service Operations review with BUVP, Director Operations, Driving SCALE call, and active participation on EcoCare war-room (BRF as well as GRF), Global CSH review calls.

Main Interactions

• Sales (VSSR/ OSSR) closes the deal and hands off to Customer Success in the LAND phase.
• FS, IoT Integration Manager and Connected Service Hub (CSH) support in the Set-up and Onboarding of customers in the ADOPT phase.
• Sales receives the opportunities detected by CSMs and regular cadence to ensure timely quote submission, involving BD and Offer marketing to upsell/cross-sell in the EXPAND phase.
• Customer engagements to ensure retention, Sales (VSSR) supports in the RENEW stage depending on customer needs and complexity.

Qualifications

• Bachelor of Engineering degree, MBA preferred with 15 18 years of experience across diverse business functions i.e., Sales, Operations, Key Account Management/Customer Success role.
• Knowledge of the large and critical electro-intensive industry, EcoStruxure, IoT, or Cloud understanding and a proven track record of generating or leading related opportunities.
• Proficient computer experience in Microsoft Office ProductsSalesforce. Prior experience of utilizing EAA, ETE dashboard will be an added advantage.
• Dynamic & entrepreneurial.
• Deep passion for making others successful.
• Excellent analytical skills and attention to detail.
• High commitment to the companys vision and values.
• Excellent communication skills both verbal and written.
• Effective working in a cross-functional team environment.
• Customer-oriented.

Primary Location: IN-Haryana-GurgaonSchedule: Full-timeUnposting Date: Ongoing

Keyskills :
customer success management client relationship management performance management data analysis skillscross functional collaboration communicationcommunication skills