Data Center Customer Success Manager - Europe
Job Description
When you work for Schneider Electric you work for a company that is passionate about its people. Our people vision says, Great people make Schneider Electric a great company. We are proud to promote purpose, diversity, inclusion, learning and work-life integration – we’re a great place to work and we are continually striving to be the best place to work!
Your Mission
The Data Center Customer Success Manager has responsibility for the overall success of our EcoStruxure IT customers in the MEA region. From successful adoption of our software solutions for new customers/new installations, to identification of expansion opportunities with both new and existing customers, to delivering paid software support services, to the successful renewal of cloud licenses and support maintenance contracts.
Offer Scope (offers with which the CSM will need to be familiar for onboarding and in some cases perform software support services such as configuration, upgrade assistance, data migration, etc.):
StruxureWare Data Center Expert
StruxureWare Data Center Operations (Now EcoStruxure IT Advisor On-Prem)
EcoStruxure IT Advisor (Hosted/Cloud)
NetBotz
PowerChute Network Shutdown (PCNS)
Your Role – Magic happens when you bring great people together!
FOR NEW CUSTOMERS
Onboarding / Adoption
Understand and document customer’s primary challenges, goals, and definitions of success
Deliver basic training, configuration assistance, & best practices for purchased solutions
Coordinate / Partner with relevant service delivery teams (if implementation, project management, or custom services were purchased by the customer)
Perform Implementation & Configuration Services - Onsite or Remote (When applicable. Regions vary)
FOR EXISTING CUSTOMERS
Proactive Success Management with Key Accounts
Hold Regular Meetings to review
Open issues/tickets
New feature review & training
Discovery & Tracking against customer’s goals with our solutions
Share Product Feedback with Product Mgmt
Expansion Opportunity Detection
Identify Opportunities to Migrate to Cloud (DCE to ITE, DCO/ITA On-Prem to ITA Hosted)
Identify Opportunities for Services
EcoStruxure IT Custom Solutions (3rd Party DDF Creation, Custom Integration, SSO Integration, etc.)
CSM-Provided Services (Configuration, Upgrades, Training, Data Migration)
or (Regions vary)
Regionally Delivered Services (Configuration, Upgrades, Training, Data Migration)
Identify Opportunities to Position Software Support Maintenance Contracts (for on-premise software customers not currently under contract)
Perform Post-Sales / Support Services (When applicable. Regions vary)
Upgrade assistance, training, data migration, configuration, etc.
Driving & Aiding the Renewals Process (in partnership with the Licensing & Renewals teams)
Cloud Licenses
On-Prem Support Contracts
Partnering with key stakeholders
Sales Teams
EcoStruxure IT LOB Overlay Teams
Regional Sales Teams
ITE Customer Success Team
If customers have ITE in addition to the above mentioned in-scope offers, the Data Center CSM will partner with the regional ITE CSM to support the customer’s needs
Service Teams
Regional/Local Software Service Delivery Teams (where applicable)
EcoStruxure IT Custom Solutions Team
Product Management
It is crucial our CSMs are closely aligned with our Product Management groups to deliver timely feedback on our solutions, and ensure our customers know their concerns are being heard and addressed
License & Renewal Team
The global MSP Architect will help create custom success plans for key strategic MSP partner accounts. The EMEA Regional CSM/PSM will assist the MSP Architect in fulfilling this success plan
This role will play an integral part of our Global Customer Experience Team, working directly with our EcoStruxure IT Custom Solutions Team, Customer Support Team, Product Management, Software sales teams, and License & Renewals Team to grow accounts and create a best in class experience for our EcoStruxure IT customers.
Qualifications
About You
Speak & Write English
Bachelor’s Degree
Minimum 5 Years Experience in Software Industry
Basic Linux Skills (preferably CentOS 6x to 8x)
Ability to work in a linux environment via the command line to view log files and perform troubleshooting steps if needed
Basic Networking Skills
An understanding of how to test and troubleshoot connectivity between two servers or between a server and a device via TCP/IP or protocols like SNMP
Previous experience performing application troubleshooting
Ability to read log files to identify errors
Ability to log tickets and work with technical support or a development team to gather information needed to diagnose and resolve the problem
Experience Planning & Executing a Software Deployment
Solution Selling / Consultative Selling skills
PREFERRED
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