Customer Success Manager, Global Strategic Account Execution

Vertiv•Westerville, OH

9h•Onsite

About The Position

The Customer Success Manager ensures that Vertiv is meeting its contractual obligations and achieving its Service Level Agreements for contracted Service customers. This is primarily achieved through coordination and scheduling of Preventive Maintenance Visits, aligning Vertiv Service resources for start-up and commissioning activities, coordinating emergency repairs, and initiating RCARs as necessary. The Customer Success Manager interfaces daily with customers and logistics, serving as the operational and administrative Service point of contact for each assigned customer. The role functions as a customer advocate and interfaces with internal company departments.

Requirements

7-10 years experience
Excellent communication, both written and verbal
Excellent customer service skills
Excellent organizational, analytical, and interpersonal skills
Ability to work and multi-task in a fast-paced environment
Ability to work and multi-task in a fast-paced matrix environment
Strong computer skills including editing, formatting and using templates in all Microsoft Office programs, use of Internet for standards/products/manufacturer research, and operation of computer-controlled test equipment.
A high degree of problem-solving ability, creativity and independent judgment.
The ability to think and act strategically, utilizing account plans to set specific account objectives.
Work with minimal supervision.

Nice To Haves

Service industry experience preferred with knowledge of electrical distribution systems and critical infrastructure environments.

Responsibilities

Manages a select list of “Essential” or “Preferred” customer accounts.
Develops and maintains Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts.
Presents value-oriented, Quarterly Business Reviews with assigned customer accounts.
Makes periodic visits to assigned accounts to grow customer relationships and monitor service performance.
Establishes and manages account Key Performance Indicators (KPI’s) to ensure both customer and department performance metrics are met, including developing invoicing plans and monthly status reports.
Develops and grows relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.
Coordinates preventative maintenance to ensure project flow and schedules meet the expectations of the customer and/or contract.
Evaluates required field test equipment and works with local project leads to ensure appropriate assets and tool checkout systems are being utilized.
Provides technical support for services being performed at each assigned account, which may include technical direction/training.
Ensures resolution for all emergency service calls for assigned accounts.
Initiates Root Cause Analysis Reports (RCARs) for failed parts.
Assists sales as required with quotations for assigned accounts; occasionally driving this activity as required within levels of authority.
Reviews project documentation such as reports, PowerDB forms, customer required documentation, updated drawings, etc. for consistency, accuracy, completeness, technical compliance, etc. within the account/contract requirements.
Actively participates in process mapping, documentation, and continuous improvement.
Other duties as assigned.
This role may be hired at a higher or lower level dependent upon the selected candidate’s experience.