Client Manager (Managed Services)

Job description

Join Schneider Electric and power your career!

Discover the opportunity to join an international, dynamic, and responsible company that fosters the development of all its people around the world. Every day, we empower employees to achieve more and experience exciting careers. Find out how our values and unique position make Schneider Electric the employer of choice.

SUMMARY:

A pivotal member of the Managed Services team, the role is responsible for ensuring a VIP service experience to our strategic accounts and managed service customers. The role acts as a key interface between the customer, internal shared services and external service providers to ensure that the contracted services they have purchased are executed to the customer's desired expectation. The Client Manager becomes a key enabler that ensures that the delivery of all contracted services are planned, executed and followed up on flawlessly and in a time bound manor.

SPECIFIC RESPONSIBILITIES INCLUDE :

· Confirms that scope of services purchased by the customer are agreed upon and that expectations are set by hosting of both an internal and external contract kick-off review calls with the key stake holders.

· Confirms client contract is staged, entered into the various systems for flawless execution including:

o Orders / contracts being booked in ERP system in a manner as to meet client's invoicing requirements.

o Purchase orders and statements of work are issued to all 3 rd party vendors.

o CRM records of client equipment and entitlements accurately reflect contracted scope of service.

o All site contacts, contact information, processes documented.

o All site requirements for visiting field service staff are met in terms of training and access requirements.

o Client training / access to the Service Portal.

o Introduction to the client of the key personnel in the Managed Service team including the dedicated Service Architect for the account.

o Documented communication to the client of the path and decision tree for engagement and/or escalation.

· Establishing a service delivery schedule with client that ensures flawless execution in:

o Scheduling accuracy – to the desired needs of the client for planned work.

o Quality of delivery for all site work – planned and emergency.

o Information and guidance on recommended follow up / corrective / preventive actions.

· Daily Communication with clients (informal) and hosted agreed scheduled business reviews (formal) throughout life of contact to the desired format.

· Production of all reporting requirements with the contracted service.

· Serves as client's main point of contact for all non-emergency activities or requests and provides overlay assistance for emergency activities.

· Owns all service follow-up needs discovered through emergency and or preventive maintenance activity and ensures resolution.

· Ability to communicate both technically with regard to equipment and informatively in areas of business, risk and reliability.

· Client advocate at all times inside the organization.

· Utilizes continuous improvement techniques to drive the customer experience.

Desired profile

Key Measures of Success:

Client Satisfaction

Response time - Time to On-board etc.

Contract Renewal Rate

Client Engagement

Deliverables KPIs

Kick-off calls scheduled and delivered

Business Reviews scheduled and delivered

Site Work Delivered

Follow-up Recommendations and associated quotes/actions delivered

Maintenance schedule completion

Daily customer engagement

Education & Experience:

· A Bachelor's Degree in sales or business is preferred.

· Minimum of 2 years in a client facing role; project management and/or experience in a technical capacity a plus.

· Strong at communicating at any level within an organization.

· Well versed in critical infrastructure and maintenance best practices.

· Highly motivated and committed + able to work to demanding deadlines.

Compensation:

Base Salary + Managed Service STIP objectives.

Care. Connect. Challenge. Commit.

Our values define our company. Who we are, our customer approach, how we do business, what it's like to work here, and the kind of people we want to attract and retain. We care for our planet, our customers, our company, our team, and ourselves. We connect to customers and colleagues; we are open and respectful. We challenge others and embrace challenges ourselves. We commit to change by leading the change.

At Schneider Electric, because we value our employees, we offer a competitive benefits package that includes medical, dental and vision, matching 401(k), training and development opportunities and much more. Join Schneider Electric and together, let's make the most of your energy.

Schneider Electric is an Equal Opportunity Employer.