POSITION SUMMARY

The Customer Relationship Manager (Customer Success Manager) maintains tight control over project schedules, risks, scope of work and budget;

ensures that operational teams and subcontractors have a clear understanding of client requirements. The Customer Relationship Manager (Customer Success Manager) interfaces daily with the external and internal customers.

The Customer Relationship Manager (Customer Success Manager) is the 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.
• Develops schedules as required to support project loading. Ensures project flow and schedules meet the expectations of the customer and / or contract
• Ensures resolution for all emergency service calls for assigned accounts.
• Assist Sales as required with contract quotations for assigned accounts; driving T&M activity as required for noncontract related work.
• 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.

• Develop and maintain schedules as required to support project loading, ensuring project flow and schedules meet the expectations of the customer and / or contract.
• Cradle to grave follow through on resolution for all emergency service calls for assigned accounts.
• Other Duties as assigned
• This role may be hired as an Associate CSM or Sr. CSM based on the selected candidate’s experience.

QUALIFICATIONS

• 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.
• 7-10 years’ experience
• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Excellent organizational, analytical and interpersonal skills
• Ability to use a personal computer and job-related software
• Ability to work and multi-task in a fast-paced environment
• Service industry experience required with knowledge of electrical distribution systems, critical space environments, service products, and clients.
• Ability to work in a matrix management environment.
• A high degree of creative ability and independent judgment.
• The ability to think and act strategically, utilizing account plans to set specific account objectives.
• Work with minimal supervision.
• Ability to take after hours call during nights, weekends and holidays.

PHYSICAL & ENVIRONMENTAL DEMANDS

Ability to take after hours call during evening, weekends and holidays.

TIME TRAVEL REQUIRED

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS : Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI.

We design, manufacture, and service the products and solutions that keep the world connected. With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

Last updated : 2024-05-29