Job Description - SaaS CUSTOMER SUCCESS ASSOCIATE (009AF0) Position: SaaS Customer Success Associate Location: Bogota, Colombia Objective of the Role: The SaaS Customer Success Associate is responsible for measuring, managing, and communicating the overall experience of our cloud SaaS customers and partners as it relates to their journey from just before the sale, then through all phases of the LAER lifecycle (land, adopt, expand, renew). Offers with which the SaaS CSA will need to be familiar for onboarding and ensuring the highest customer satisfaction: EcoStruxure IT Expert and Ecostruxure IT Advisor Cloud. Responsibilities: 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. 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. Also, Share Product Feedback with Product Management. Identify Opportunities to Migrate to Cloud (DCE to ITE, ITA On-Prem to ITA Cloud). Identify Opportunities for Services. Make sure that the NPS and CSAT scores are at the highest standards. EcoStruxure IT LOB Overlay Teams. If customers have ITA or DCE in addition to the above mentioned in-scope offers, the SaaS CSA alongside with the NAM/LAM CSM will partner with the regional Data Center CSM to support the customer’s needs. Regional/Local Software Service Delivery Teams (where applicable). It is crucial our SaaS CSAs 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. Qualifications: Fluency in Spanish and English. Portuguese is a plus. Bachelor’s Degree. Minimum 2 years’ experience in Software Industry. Have a customer-first and empathetic mindset. Understand complex business organizations of varying sizes, and their operating standards. Exhibit strong strategic thinking, initiative and leadership skills. Have the ability to identify and work with key stakeholders needed to enact positive changes. Have experience working with cross functional, cross-cultural teams. Are a self-starter with a strong ability to identify new opportunities for improvement. Possess excellent written and verbal communication skills. Customer Success/Communication. Technical Knowledge of Schneider Electric’s Secure Power Business. SaaS & customer success experience. Knowledge of Customer Success as a function. A little about us... Schneider Electric At Schneider Electric, we want our employees to reflect the diversity of the communities in which we operate. We embrace people as they are, creating an inclusive culture where all forms of diversity are seen as a real value to the company. Satisfaction is not a guarantee, it is a life goal. Schneider Electric provides the platform for professional and personal fulfillment, through employee well-being; unique and diverse collaboration teams; challenging roles; continuous growth of skills; and so on. Open space for localized content: country/region-specific information and/or description of the business unit organization. You know us, let us get to know you! Apply today. It is Schneider Electric's policy to provide equal employment and promotion opportunities in the areas of recruitment, hiring, training, transfer, and promotion of all qualified individuals, regardless of race, religion, color, sex, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. #J-18808-Ljbffr