17 days old

Customer Success Manager

Vertiv Corporation
Columbus, OH 43215
  • Job Code
    1900002708
Description


The Customer Success Managermaintains 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 Success Manager interfaces daily with the customers and logistics. The Customer Success Manager is the point of contact operationally and administratively for each customer assigned. He/She will function as customer advocate and interface 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 (KPIs) 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.

  • Evaluates required field test equipment and work with local project leads to insure 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.

  • 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.

  • Other Duties as assigned


Requirements

  • Bachelors 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.

  • Excellent communication skills, both written and verbal

  • Excellent customer service 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

  • 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 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






Posted: 2019-10-31 Expires: 2019-11-29
Sponsored by:
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Sponsored by:
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Customer Success Manager

Vertiv Corporation
Columbus, OH 43215

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