Customer Success Operations & Digital Engagement Specialist

As a Customer Success Operations & Digital Engagement Specialist at Schneider Electric Digital Buildings, you will play a crucial role in driving operational excellence across Customer Success systems and engaging with a wide range of customers through digital success programs. Your responsibilities will include: - Manage and drive adoption of Totango for Customer Success planning, execution, and health tracking. - Build and maintain SuccessPlays, customer journeys, and lifecycle campaigns aligned with the digital service strategy. - Integrate Totango with CRM, Building Advisor, and other systems to ensure clean data flow and automate repetitive tasks. - Utilize Tableau (or Power BI) to create insightful dashboards and performance tracking tools for CSSs and leadership. - Execute tech-touch campaigns targeting 1000+ global customers to drive engagement, onboarding, adoption, and renewals. - Develop campaign content and flows triggered by customer usage, health score, or lifecycle stage. - Analyze campaign performance, iterate based on results, and improve adoption, retention, and satisfaction. - Ensure data integrity, consistency, and usability across Totango and associated platforms. - Conduct regular audits, cleanse customer data, and collaborate with IT and data teams to resolve issues. - Monitor customer health and usage metrics to identify risk and opportunity signals at scale. - Document and optimize standard operating procedures for tool usage, campaign execution, and data handling. - Proactively identify opportunities to streamline workflows and improve efficiency within the Customer Success team. - Create and deliver training materials and onboarding guides for Customer Success Managers and stakeholders. - Act as the subject matter expert for Totango and campaign processes, troubleshoot, and support adoption internally. - Champion customer-centric operations balancing scalability, personalization, and business outcomes. Qualifications and Skills: - Bachelor's degree in Business, Data Analytics, Information Systems, or related field. - 3-5 years of experience in Customer Success Operations, Digital Customer Success, or Technical Account Management. - Proven experience with Totango (or similar CSM platform) and Tableau/Power BI. - Experience managing recurring digital services or SaaS-based platforms. Technical Skills: - Proficiency in customer data platforms, CRM tools (e.g., Salesforce), and analytics tools. - Experience managing customer lifecycle campaigns and success journeys at scale. - Familiarity with API integrations, basic automation tools, or scripting is a plus. Soft Skills: - Excellent written and verbal communication. - Strong problem-solving, analytical thinking, and attention to detail. - Comfortable working independently and cross-functionally in a fast-paced, global environment. - Customer-centric mindset with a passion for driving digital adoption and value realization. Schedule: Full-time Req: 009GJT,