Job Description - SaaS CUSTOMER SUCCESS ASSOCIATE Position: SaaS Customer Success Associate Location: Bogota, Colombia 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). The SaaS CSA will need to be familiar with the following offers 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. - 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. - Maintain NPS and CSAT scores at the highest standards. The SaaS CSA will partner with Regional/Local Software Service Delivery Teams (where applicable) and regional Data Center CSMs to support customer needs. The role requires close alignment with Product Management groups to deliver timely feedback on our solutions and ensure 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. - Customer-first and empathetic mindset. - Understanding of complex business organizations of varying sizes and their operating standards. - Strong strategic thinking, initiative, and leadership skills. - Ability to identify and work with key stakeholders needed to enact positive changes. - Experience working with cross-functional, cross-cultural teams. - Self-starter with a strong ability to identify new opportunities for improvement. - 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. We value diversity, inclusivity, and employee well-being at Schneider Electric. Our platform provides opportunities for growth, collaboration, and professional fulfillment.