Customer Success Manager

Carrier • Indianapolis, IN

3d • $120,000 - $168,000

About The Position

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier. About this role Carrier has an open role for a Customer Success Manager to drive strategic, operational, and financial performance of a multi-site distribution network for the HVAC business units in North. This person will Lead a team of intermediate to experienced Digital Product Management professionals, setting objectives and guiding others on defining the nature and scope of the service, and working with other planning roles, relationship managers and capacity planners to forecast demand for each service. Role Responsibilities: Responsible for working with channel customers to get them onboarded to the digital connected product solutions and utilizing the digital solutions to benefit their businesses, building relationships with customers and getting their feedback on the digital connected product solutions, ensuring that customer-reported issues and questions are answered and closed out within a reasonable time. Supporting channel customers as they use the digital connected product solutions and strive to meet the Factory Authorized Dealer digital metrics. Support company goals and objectives to increase usage and adoption of the digital connected product solutions. Role Purpose: Onboarding: Facilitating seamless onboarding to digital solutions, often requiring immediate guidance and troubleshooting during the customer's active working hours. Onboarding new customers and new users within existing customers is a key day-to-day responsibility. Issue Resolution: Addressing customer-reported issues and questions promptly, preventing delays that can lead to frustration and hinder adoption. The ability to provide timely support during critical moments directly impacts customer satisfaction and retention. Proactive Support: Conducting regular check-ins, usage reviews, and proactive outreach during the customer's operational day, fostering a sense of partnership and dedicated support.

Requirements

• Bachelor’s Degree
• 5+ years of experience in a customer success role
• 5+ years working directly with dealers and/or distributors
• 2+ years of experience working with digital solutions

Nice To Haves

• Master’s Degree
• Contextual Knowledge: An inherent understanding of the U.S. HVAC market, dealer business models, seasonal demands, and competitive landscape. This allows for more relevant and empathetic interactions.
• Relationship Building: The ability to build genuine rapport and trust, which is foundational for long-term customer relationships.
• Feedback Interpretation: A nuanced understanding of customer feedback, enabling accurate translation of pain points and feature requests into actionable insights for product development and improvement.

Responsibilities

• working with channel customers to get them onboarded to the digital connected product solutions and utilizing the digital solutions to benefit their businesses
• building relationships with customers and getting their feedback on the digital connected product solutions
• ensuring that customer-reported issues and questions are answered and closed out within a reasonable time
• supporting channel customers as they use the digital connected product solutions and strive to meet the Factory Authorized Dealer digital metrics
• supporting company goals and objectives to increase usage and adoption of the digital connected product solutions
• facilitating seamless onboarding to digital solutions, often requiring immediate guidance and troubleshooting during the customer's active working hours
• addressing customer-reported issues and questions promptly, preventing delays that can lead to frustration and hinder adoption
• conducting regular check-ins, usage reviews, and proactive outreach during the customer's operational day, fostering a sense of partnership and dedicated support

Benefits

• Health Care benefits: Medical, Dental, Vision; wellness incentives
• Retirement benefits
• Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level