Customer Relationship Manager

Vertiv Group•Westerville, OH

About The Position

The Customer Relationship Manager (CRM) serves as the operational and administrative point of contact for assigned customers. The CRM advocates for customers and works across internal departments to deliver service-level agreement requirements, while developing trusted relationships with internal and external customers. The role manages assigned customer accounts, develops account plans, conducts quarterly business reviews, monitors service performance, and coordinates schedules and service work. It follows emergency service calls through resolution, supports escalations, monitors workload and scheduling risks, and ensures billable work and ticket closures are handled in a timely manner. The CRM also supports continuous improvement and coordinates operational issues with the Manager, Customer Relationship Services. The role requires flexible hours, including before or after the shift and weekends, and 10–20% travel. Duties and responsibilities may change with or without notice.

Requirements

Bachelor’s degree in business administration, or a 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, with a clear, professional, positive, and informative style; must be attentive and patient.
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 work comfortably 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 the business tools used to perform the job and extensive knowledge of business processes, people, and products.
Intermediate or 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.
Develop and maintain account plans to achieve long- and short-term operational and administrative objectives.
Present value-oriented quarterly business reviews to assigned customer accounts.
Visit assigned accounts periodically to strengthen relationships and monitor service performance.
Develop and maintain schedules that support project loading and meet customer or contract expectations.
Follow emergency service calls through to resolution for assigned accounts.
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, remain accountable and dependable, maintain a positive attitude, and encourage others to support customers and achieve operational key results.
Remain calm and even-tempered in stressful situations.
Coordinate operational issues with the Manager, Customer Relationship Services.
Present recovery plans with multiple options to support informed decisions by the Manager, Customer Relationship Services.
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 in a timely manner.
Where practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize or cover company costs, including taking over Customer Engineer Scheduling or large-account scheduling.
Ensure scheduling correspondence is documented accurately in tickets.
Seek and participate in continuous improvement initiatives affecting customer care and work coordination.