Customer Success Manager, Global Strategic Account Execution

POSITION SUMMARY

The Customer Success Manager ensures that Vertiv is meeting our contractual obligations and achieving our Service Level Agreements to our contracted Service customers. This is primarily achieved by coordination & 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 the customers and logistics. The Customer Success Manager is the Service point of contact operationally and administratively for each customer assigned. Function as customer advocate and interfaces with internal company departments.

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. Present value-oriented, Quarterly Business Reviews with assigned customer accounts. Makes periodic visits to assigned accounts to grow customer relationship and monitor service performance. Establishes and manages account Key Performance Indicators (KPI’s) to ensure both customer and department performance metrics are met, these include 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 work 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.
• Assist 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.

QUALIFICATIONS

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

EDUCATION

• Bachelor’s degree preferred
• Associate of Science (majoring in Electronics or technical discipline), or military certification (achieved from at least three years of training), with at least 3 years of directly related experience will be held equivalent to the educational requirement.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Ability to take after hours call during evening, weekends and holidays.
• Report in office full time Monday-Friday (Westerville, Ohio)

TIME TRAVEL REQUIRED

• 25%