Customer Relationship Manager

Vertiv•Westerville, OH

About The Position

The Customer Relationship Manager (CRM) is the operational and administrative point of contact for assigned customers. The CRM acts as a customer advocate and coordinates with internal departments to meet service level agreement requirements. The role develops and grows relationships with internal and external customers and serves as a trusted advisor to assigned accounts. The position manages selected Essential or Preferred customer accounts, develops account plans, presents quarterly business reviews, monitors service performance, coordinates project schedules, and follows emergency service calls through to resolution. It also supports scheduling and service delivery, tracks time-and-materials activity, monitors workload and schedule risks, ensures billable work and ticket closeout, and contributes to continuous improvement in customer care and work coordination. The role requires close coordination with the Manager, Customer Relationship Services on operational issues, including presenting recovery options. The CRM handles escalated scheduling issues and must be available after hours when needed to meet customer or contract service level agreements. The position requires flexible hours, including before or after shift and weekends, and 10–20% travel. Duties and responsibilities may change at any time.

Requirements

Bachelor’s degree in business administration, or high school education with 7–10 years of same or similar work experience.
At least 5 years of customer service and service-activity coordination experience.
Ability to think and act strategically and use account plans to set specific account objectives.
Ability to work in a matrix management environment with minimal supervision.
Strong written and verbal communication skills; communication should be clear, professional, positive, and informative.
High-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and influencing others.
Ability to thrive in a dynamic, collaborative environment and be comfortable with ambiguity.
Ability to adapt quickly to changing priorities and customer needs.
Ability to persuade others to change undesirable behaviors or achieve business goals.
High degree of creative ability and independent judgment.
Proficiency with business tools used for the job and extensive knowledge of business processes, people, and products.
Intermediate to advanced proficiency with Microsoft Excel, including data analysis and pivot tables.
Willingness to work flexible hours, including before or after shift and weekends, to support the business.
Willingness to travel 10–20%.

Nice To Haves

Knowledge of electrical distribution systems, critical space environments, service products, and clients.

Responsibilities

Manage a select list of Essential or Preferred customer accounts and develop and maintain account plans to achieve short- and long-term operational and administrative objectives.
Present value-oriented quarterly business reviews and periodically visit assigned accounts to develop customer relationships and monitor service performance.
Develop and maintain schedules that support project loading and meet customer or contract expectations.
Follow emergency service calls for assigned accounts through to resolution.
Drive and track time-and-materials activity for noncontract work as required.
Develop relationships with sales, service, management, and other internal partners who support assigned accounts.
Lead by example, demonstrate accountability and dependability, maintain a positive attitude, and encourage others to meet customer needs and operational key results.
Remain calm and even-tempered in stressful situations.
Coordinate operational issues with the Manager, Customer Relationship Services and present recovery plans with options to support informed decisions.
Handle escalated scheduling issues for assigned customers, including sales inquiries and Field Service escalations.
Be available after hours to assist with escalations and meet customer or contract service level agreements.
Generate standard and custom reports to monitor workload.
Identify schedule risks proactively and present options for resolving potential critical issues to the local team and Manager, Customer Relationship Services.
Ensure billable work is scheduled and executed and tickets are closed promptly.
Where practical, empower and direct the team to schedule preventive maintenance strategically to minimize or cover company costs, including taking over Customer Engineer Scheduling or large-account scheduling.
Ensure scheduling correspondence is accurately documented in tickets.
Seek and participate in continuous improvement initiatives affecting customer care and work coordination.