Lead and maintain the ongoing client relationships for recurring services, organize and manage recurring communication of client performance, ensure our internal commitments are delivered with excellence, that the customer outcomes 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 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.

Activities & Ares of Responsibility includes -

Serve as the primary point of accountability for assigned clients for Digital as well as non-digital recurring services.

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)

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

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 data quality of information captured in the contract for a smooth execution and renewal

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

Main interactions -

Sales closes the deal and hands off to 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 opportunities detected by CSH and CSMs in the EXPAND phase

Sales supports in the RENEW stage depending on customer needs and complexity

KPIs -

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

Bachelor of Engineering degree preferred

Knowledge of the large and critical electro-intensive industry, ecoStruxure , IoT or Cloud

Role: Customer Success Manager

Industry Type: Industrial Equipment / Machinery

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: B.Tech/B.E. in Production/Industrial

PG: Any Postgraduate