Job Description - Customer Success Manager At Schneider Electric, we want our employees to reflect the diversity of the communities in which we operate. We are looking for a passionate and experienced Customer Success Manager to join our team. About This Role: The Customer Success Manager (CSM) will be responsible for managing high-touch, strategic existing customer accounts. The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption, and fostering long-term relationships. - 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 processes in customer organizations. - Understand customer strategy and how DG solutions 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 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. Qualifications: We're looking for someone with the following qualifications: - 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. - Familiarity with customer success platforms and tools is a plus. - Support up to 10% international travel yearly. - Professional Proficiency in both written and spoken English is required and native proficiency in Spanish language.