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Customer Success Manager, Global Strategic Account Execution

Vertiv · Phoenix, AZ · 1 wk ago
OTHRFull-time

About the Role

The Customer Success Manager ensures that Vertiv meets contractual obligations and achieves Service Level Agreements for contracted Service customers. This role involves 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 serves as the primary Service point of contact operationally and administratively for assigned customers, functioning as a customer advocate and interfacing with internal departments.

Responsibilities

  • Manages a select list of “Essential” or “Preferred” customer accounts.
  • Develops and maintains Account Plans to achieve 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 (KPIs) to ensure 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 supporting assigned accounts.
  • Coordinates preventative maintenance to ensure project flow and schedules meet customer and/or contract expectations.
  • Evaluates required field test equipment and works with local project leads to ensure appropriate assets and tool checkout systems are utilized.
  • Provides technical support for services performed at each assigned account, which may include technical direction or training.
  • Ensures resolution for all emergency service calls for assigned accounts.
  • Initiates Root Cause Analysis Reports (RCARs) for failed parts.
  • Assists sales with quotations for assigned accounts, occasionally driving this activity within levels of authority.
  • Reviews project documentation (e.g., reports, PowerDB forms, customer-required documentation, updated drawings) for consistency, accuracy, completeness, and technical compliance within account/contract requirements.
  • Actively participates in process mapping, documentation, and continuous improvement.
  • Other duties as assigned.

Requirements

  • 7-10 years of experience.
  • Excellent communication skills, both written and verbal.
  • Strong 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 in a fast-paced matrix environment.
  • Strong computer skills, including proficiency in Microsoft Office programs, internet research, and operation of computer-controlled test equipment.
  • High degree of problem-solving ability, creativity, and independent judgment.
  • Strategic thinking and ability to utilize account plans to set specific account objectives.
  • Ability to work with minimal supervision.

Qualifications

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

Schedule

  • Full-time, Monday-Friday, reporting to the office in Westerville, Ohio.
  • Ability to take after-hours calls during evenings, weekends, and holidays.
  • Travel required: 25%.

About Us

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

  • Core Principles: Safety, Integrity, Respect, Teamwork, Inclusion.
  • Strategic Priorities: High-Performance Culture, Customer Focus, Operational Excellence, Innovation, Financial Strength.
  • Vertiv 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, Promote transparent & open communication.

Vertiv (NYSE: VRT) brings together hardware, software, analytics, and ongoing services to enable customers’ vital applications to run continuously, perform optimally, and grow with their business needs. Vertiv solves challenges for data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling, and IT infrastructure solutions and services. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries.

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