Customer Success Manager

Lead and maintain theongoing client relationshipsfor recurring services, organize and managerecurring communicationof client performance, ensure our internal commitments are delivered with excellence, that the customeroutcomes are achieved, and promote/support additional value from our extensive line of solutions.

Assist and manage the client relationship through each of the lifecycle stages ofAdopt, Expand and Renew.Help clients achievefaster time to valuethrough onboarding and usage training,explore opportunitiesto expand existing and leverage other services, contribute to sales with upsell opportunities andminimize churn.Improve customer experience through ensuring that product support and customer complaints are handled in a timely manner.

Activities & Ares of Responsibility includes-

Serve as theprimary point of accountabilityfor assigned clients for Digital as well as non-digital recurring services.

Advise and develop client vision, clearly define desiredbusiness outcomesand create asuccess plan.

Be in charge ofrenewal& limitchurnrate

Identify possiblepull throughopportunities (renewal, cross and upselling) with Service Bureau experts (CSH)

Provide regular customer updates,data insights, performance /issue trends(QBRs, etc.)

Build out and track standardCustomer Health ScoreMetrics

Build, maintain and leverage strongrelationshipswith clients and Business Decision Makers within each customer to influenceadoption

Ensuredata qualityof information captured in the contract for a smooth execution and renewal

Ensurein particular thattheentitled Installed Base is 100% attached to contract, at contract start or renewal, and during contract lifecycle

Provide afeedback loopon potential offer improvements, based on customer adoption & direct input

Identifyusersof SE Digital services offers & secure customer satisfaction.

Driveusageand helpacceleratecustomervalueforeachproduct/service

Ensurefollow-up meetingswith country Sales (cover E2E opportunity process, from lead to order)

Share and implementbest practicesto drive up realization of outcomes

Main interactions-

Sales closes the deal and hands off to CustomerSuccessin theLANDphase,

FS, IOTintegrationMgr and CSH support in theSet-upandOnboardingin theADOPTphase,

Salesreceivestheopportunitiesdetectedby CSH andCSMsin theEXPANDphase

Sales supports in theRENEWstagedependingoncustomerneedsandcomplexity

KPI's-

Renewal Rate / Customer churn rate

NSS (>90%)

Product adoption rate

Customer health score / Net Promoter Score (NPS)

Upsell and cross-sell / Referrals / Conversion rate or trials

Qualifications

Bachelor of 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

Deeppassion formakingotherssuccessful

Dynamic & entrepreneur