Customer Success Manager -CSM

Full Job Description

Job Description - Customer Success Manager -CSM (008UPD)

Customer Success Manager -CSM - 008UPD

Lead and maintain the ongoing client relationships for recurring services, organize and manage recurring communication of client performance, ensure our commitments are delivered with excellence, that the customer outcomes are achieved, and promote/support additional value from our extensive line of solutions. Ensure our SLA commitments will be met by periodically checking safety stocks, FSR availabilities.

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, escalate whenever necessary

General Key Responsibilities

· Welcome customer after contact signed and handed over from Sales,

· Wherever accessible, visit sites and have face to face meeting for first time contracts for mid and large size customer to understand scope of work needs and customer requests in detail.

· Serve as the primary point of accountability for assigned clients for recurring contracts

· 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) and with Services Representatives.

· Work closely with Sales team to ensure pull through opportunities are followed and support Sales Representative and Customer if any requires

· 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 Maintenance Reports are prepared on time and present the report and findings to customer if necessary with Operations, invite sales to presentation meetings

· Ensure data quality of information captured in the contract for a smooth execution and renewal and asset tracking + asset under contract data.

· 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

Qualifications

· Experience in Field Services Maintenance mainly on Secure power Systems and DCIM

· Electrical Distribution Systems knowledge

· Bachelor of Science or Engineering degree preferred

· 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 Products + Salesforce

· High commitment to the company’s vision and values.

· Excellent analytical skills and attention to detail.

· Excellent communication skills both verbal and written.

· Effective working in team environment.

· Customer oriented, Nurturing, Farmer Characteristics

· Deep passion for making others successful

· Bringing forward proposal

· Able to travel 30% of his/her time to customer sites

Performance Indicators

· Renewal Rate / Customer churn rate

· Customer Net Promoter Score (NPS)

· Upsell and cross-sell

Main Interactions

· Sales closes the deal and shares the PO with Tendering and 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 leads detected by CSH, Services Reps and CSMs in the EXPAND phase,

· Supports Sales in the RENEW stage depending on customer needs and complexity