Customer Success Manager - Remote
Vertiv
2021-09-21T20:05:28Z
Columbus
Ohio
United States
Customer Service / Call Center
(No Timezone Provided)
The Client Delivery 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 Client Delivery Manager (Customer Success Manager) interfaces daily with the customers and logistics. The Client Delivery 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. 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 This role may be hired as an Associate CSM or Sr. CSM based on the selected candidate’s experience. 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. Requirements:
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. 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. 7-10 years of experience 25% travel requirements About Vertiv
Vertiv is a $4 billion global critical infrastructure and data center technology company. We ensure customers’ vital applications run continuously by bringing together hardware, software, analytics and ongoing services. Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]
Customer Success Manager - Remote
Customer Service / Call Center
The Client Delivery 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 Client Delivery Manager (Customer Success Manager) interfaces daily with the customers and logistics. The Client Delivery 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. 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 This role may be hired as an Associate CSM or Sr. CSM based on the selected candidate’s experience. 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. Requirements:
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. 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. 7-10 years of experience 25% travel requirements About Vertiv
Vertiv is a $4 billion global critical infrastructure and data center technology company. We ensure customers’ vital applications run continuously by bringing together hardware, software, analytics and ongoing services. Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]