Customer Success Associate II, Resource Advisor Plus

The Role

As 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 (O ):
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.

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:
Experi…