Empleos actuales relacionados con Customer Success Associate II, Resource Advisor Plus - Monterrey - Schneider Electric - Global

OverviewAs a Customer Success Associate for Resource Advisor Plus at Schneider Electric, you will be the operational engine for our enterprise partnerships. Resource Advisor Plus helps large organizations effectively manage their Sustainability, Carbon & Energy Management priorities. Working alongside our Client Managers, your mission is to drive platform adoption, technical health, and product-led value realization across a portfolio of complex global accounts.We are looking for a data-driven relationship manager experienced in leveraging product mastery to help clients maximize feature utilization and user proficiency. While you will work within the carbon management space, your expertise is in the software journey. You will leverage your familiarity with the Sustainability, Carbon & Energy domain to understand the user’s context, and your impact is measured by how effectively you move customers through the product maturity curve.Responsibilities Product Mastery : Act as the primary technical partner for customer program leads. You are the "anchor" for the account’s operational health, ensuring that technical requests are prioritized and that the customer has a consistent, expert point of contact for all platform-related needs. Product-Led Value Realization: Drive the technical success of enterprise accounts by ensuring users are meeting defined Product Maturity Milestones. You will focus on deepening feature adoption, moving users from basic data visibility to high-value analytics and automated reporting workflows. Operational Business Reviews (OBR): Lead regular reviews with customer program leads focused on Platform Engagement and Adoption Metrics. You will also present data on support performance metrics (including SLA/SLO attainment) to ensure the platform is meeting the customer’s operational requirements and technical expectations. Behavioral Health Monitoring (Pendo): Utilize Pendo as your primary diagnostic tool to track real-time adoption. You will analyze user paths and "time-to-value" metrics to identify accounts with low feature-depth, initiating proactive success plans to remediate adoption gaps before they impact renewal. Contextual Support Orchestration (Zendesk): Manage the technical support lifecycle by cross-referencing Zendesk ticket trends with Pendo usage data. You will identify whether a user’s challenge is a technical friction point or a training opportunity, ensuring a seamless, high-transparency resolution process. Technical Success Planning: Develop and execute Success Plans that align a customer's technical requirements with platform capabilities. You will provide the technical "how-to" guidance that ensures the clients are able to effectively leverage our platform to achieve their objectives. Internal Product Advocacy: Serve as the "Voice of the User" to our Engineering and Product teams. You will synthesize field-level feedback into data-backed requirements, ensuring the product roadmap reflects the operational needs of our enterprise-scale users.What's in it for you Experience: 4+ years of experience in Customer Success, Technical Account Management, or SaaS Implementation for complex B2B enterprise products. SaaS Tooling (Required): Hands-on proficiency with Pendo (behavioral analytics and pathing) and (support workflows and ticket analysis). You must be able to use these tools to build a data-driven narrative of account health. Value Realization Skills: Proven ability to define and track Technical Success Criteria (e.g., seat utilization, feature-adoption rates, and data-entry completeness). Domain Familiarity: Functional knowledge of Sustainability, Carbon Management, or Energy Management. You should have enough context to understand the data types (e.g., emission factors, utility billing) that our customers are managing within the platform, and have the domain knowledge required to effectively interact, support & maintain relationships with Sustainability Leads engaging with the platform. Analytical Rigor: A track record of using data-driven insights to manage a portfolio, identify "at-risk" accounts, and drive proactive engagement. Relationship Management: Experience navigating multi-level, technical relationships within global organizational structures to drive software adoption and user satisfaction. Education: Bachelor’s degree in Business, Information Technology, or a related fieldLet us learn about you Apply today.Looking to make an IMPACT with your career?When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.Become an IMPACT Maker with Schneider Electric – apply todayYou must submit an online application to be considered for any position with us. This position will be posted until filled.Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter hereSchneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.What's in it for you Experience: 4+ years of experience in Customer Success, Technical Account Management, or SaaS Implementation for complex B2B enterprise products. SaaS Tooling (Required): Hands-on proficiency with Pendo (behavioral analytics and pathing) and Zendesk (support workflows and ticket analysis). You must be able to use these tools to build a data-driven narrative of account health. Value Realization Skills: Proven ability to define and track Technical Success Criteria (e.g., seat utilization, feature-adoption rates, and data-entry completeness). Domain Familiarity: Functional knowledge of Sustainability, Carbon Management, or Energy Management. You should have enough context to understand the data types (e.g., emission factors, utility billing) that our customers are managing within the platform, and have the domain knowledge required to effectively interact, support & maintain relationships with Sustainability Leads engaging with the platform. Analytical Rigor: A track record of using data-driven insights to manage a portfolio, identify "at-risk" accounts, and drive proactive engagement. Relationship Management: Experience navigating multi-level, technical relationships within global organizational structures to drive software adoption and user satisfaction. Education: Bachelor’s degree in Business, Information Technology, or a related fieldAs a Customer Success Associate for Resource Advisor Plus at Schneider Electric, you will be the operational engine for our enterprise partnerships. Resource Advisor Plus helps large organizations effectively manage their Sustainability, Carbon & Energy Management priorities effectively. Working alongside our Client Managers, your mission is to drive platform adoption, technical health, and product-led value realization across a portfolio of complex global accounts.We are looking for a data-driven relationship manager experienced in leveraging product mastery to help clients maximize feature utilization and user proficiency. While you will work within the carbon management space, your expertise is in the software journey. You will leverage your familiarity with the Sustainability, Carbon & Energy domain to understand the user’s context, and your impact is measured by how effectively you move customers through the product maturity curve. Key Responsibilities: Product Mastery : Act as the primary technical partner for customer program leads. You are the "anchor" for the account’s operational health, ensuring that technical requests are prioritized and that the customer has a consistent, expert point of contact for all platform-related needs. Product-Led Value Realization: Drive the technical success of enterprise accounts by ensuring users are meeting defined Product Maturity Milestones. You will focus on deepening feature adoption, moving users from basic data visibility to high-value analytics and automated reporting workflows. Operational Business Reviews (OBR): Lead regular reviews with customer program leads focused on Platform Engagement and Adoption Metrics. You will also present data on support performance metrics (including SLA/SLO attainment) to ensure the platform is meeting the customer’s operational requirements and technical expectations. Behavioral Health Monitoring (Pendo): Utilize Pendo as your primary diagnostic tool to track real-time adoption. You will analyze user paths and "time-to-value" metrics to identify accounts with low feature-depth, initiating proactive success plans to remediate adoption gaps before they impact renewal. Contextual Support Orchestration (Zendesk): Manage the technical support lifecycle by cross-referencing Zendesk ticket trends with Pendo usage data. You will identify whether a user’s challenge is a technical friction point or a training opportunity, ensuring a seamless, high-transparency resolution process. Technical Success Planning: Develop and execute Success Plans that align a customer's technical requirements with platform capabilities. You will provide the technical "how-to" guidance that ensures the clients are able to effectively leverage our platform to achieve their objectives. Internal Product Advocacy: Serve as the "Voice of the User" to our Engineering and Product teams. You will synthesize field-level feedback into data-backed requirements, ensuring the product roadmap reflects the operational needs of our enterprise-scale users. #J-18808-Ljbffr