Customer Success Associate Ii, Resource Advisor Plus (Santiago de Querétaro)

Key Responsibilities

• Product Mastery: Act as the primary technical partner for customer program leads, serving as the account's operational health anchor by prioritizing technical requests and providing a consistent expert point of contact for all platform‑related needs.
• Product‑Led Value Realization: Drive technical success by ensuring users meet defined product maturity milestones, deepening feature adoption, and moving users from basic data visibility to high‑value analytics and automated reporting workflows.
• Operational Business Reviews (OBR): Lead regular reviews focused on platform engagement and adoption metrics, presenting support performance data (including SLA/SLO attainment) to assure the platform meets operational requirements.
• Behavioral Health Monitoring (Pendo): Use Pendo to track real‑time adoption, analyze user paths and time‑to‑value metrics, and initiate proactive success plans for accounts with low feature depth.
• Contextual Support Orchestration (Zendesk): Manage the support lifecycle by cross‑referencing ticket trends with Pendo usage data, distinguishing technical friction from training needs to ensure a seamless resolution process.
• Technical Success Planning: Develop and execute success plans aligning a customer's technical requirements with platform capabilities, providing how‑to guidance to leverage the platform for objectives.
• Internal Product Advocacy: Serve as the "Voice of the User" to engineering and product teams, synthesizing field feedback into data‑backed requirements that inform the product roadmap.

What's in It for You?

• Experience: 4+ years 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). Ability 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; understanding of data types such as emission factors and utility billing.
• Analytical Rigor: Track record of using data‑driven insights to manage portfolios, identify at‑risk accounts, and drive proactive engagement.
• Relationship Management: Experience navigating multi‑level, technical relationships within complex organizational structures to drive software adoption and satisfaction.
• Education: Bachelor’s degree in Business, Information Technology, or a related field.

Schneider 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.