Customer Success Manager and Team Lead

DescriptionThe EcoCare Customer Success Manager and Team Lead role is a unique opportunity to do what you love as a CSM while also operating in a leadership capacity. This role requires a blend of customer-focused expertise, leadership skills, and the ability to drive both individual and team success. This is a great opportunity for someone who has lead small CSM teams or has strong experience leading CS initiatives and transformations as an individual contributor.This role reports to the EcoCare Customer Success and Business Enablement Leader. Responsibilities include, but are not limited to:As a CSM:The Customer Success Manager is the go-to trusted advisor and greatest advocate for our recurring services customers. The CSM is responsible for ensuring their customers are successfully adopting, expanding, renewing, and realizing maximum value from their portfolio of Schneider Electric products, software, and services.• Build strong relationships with multiple stakeholders at customer site, understanding each stakeholders priorities and level of influence.• Develop meaningful customer success plans and subsequent action plans, ensuring we are on track to help our customer achieve their desired outcomes.• Work closely with our direct and indirect North America sales force, project management teams, service bureaus, and others to manage customer relationships and satisfaction.• Attend (with internal technical experts) consultative reviews of analytical reports regarding your customer Power Management system, Electrical Distribution systems, and/or UPS fleet.• Actively identify opportunities to expand your customers partnership with Schneider Electric• Provide guidance, action items, and relay the voice of customer to internal teams, holding those stakeholders accountable for any tasks assigned.• Monitor the customers experience with our services to ensure the highest level of satisfaction and ROI.• Navigate internal systems and teams to ensure timely escalation and resolution of any customer issues.• Identify & mitigate churn risk for each customer and proactively evade dissatisfaction or lost business, ultimately driving customer retention.• Develop strategic renewal plans incorporating solutions to customers challenges and goals• Must demonstrate ability to work on multiple tasks at any given time, prioritize work, and meet deliverables and deadlines.• Must demonstrate ability to work cross-functionally and cross-domainAs the CSM Team Lead:• Manage the day-to-day activities of the team.• Annual Objective Setting and Performance Reviews• Motivating the team to achieve organizational goals.• Developing and implementing timelines to achieve targets.• Empowering team members with skills to improve their confidence, product knowledge, andcommunication skills.• Provide coaching and development for employees• Managing Daily Staffing and Account Coverage (PTO, Training. Etc.)• Manage metrics and address performance concerns in a timely manner• Identify best practices and drive adoption across team• Supervise activities and facilitate smooth workflow• Give training and mentorship to team members to make them better on the job• Strategist - Responsible for deciding how to approach tasks and develop a plan to accomplishthem• Lead change management activities within the team• Assist with headcount planning and forecasting of workloadsQualifications• Bachelor's degree in business, computer science, or engineering (or equivalent experience)• Experience working in the field of customer success (or field with highly transferrable skills)• Positive attitude, enthusiastic, self-motivated, and customer-focused• People-person and team player, enjoying the cross-functional interaction required for this position• Strategic mindset.• Excellent communication and presentation skills.• Confidence and skillful at negotiation.• Strong organizational skills to give the team direction.• Adept decision-making skills• Comfortable holding others accountable• Comfortable working in a fast-paced, dynamic, transformative environment• Ability to work with people with a wide range of technical backgrounds, including consultants, senior professional engineers, energy managers, electricians, IT engineers, account managers, sales personnel• Experience with CRM systems, Salesforce and Totango, Gainsight, or ChurnZero• Ability to occasionally travel to various customer sites in North America and worldwideDesired but not required:• Understanding of Power Quality products• Knowledge of Power Management and Electrical Distribution• Experience with Electrical Power Monitoring and Control Systems and products• Power and/or electrical systems knowledgeLet us learn about you! Apply today.You must submit an online application to be considered for any position with us. This position will be posted until filled.#LI-RB3#LI-remoteLooking 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!€36 billion global revenue+13% organic growth150 000+ employees in 100+ countries#1 on the Global 100 World's most sustainable corporationsYou 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. This extends to our Candidates and is embedded in our Hiring Practices.You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy hereAt 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 hereSchneider 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.