Customer Success Manager, Global Strategic Account Execution

About the role

The Customer Success Manager ensures that Vertiv is meeting contractual obligations and achieving Service Level Agreements for contracted Service customers. This is primarily achieved by coordinating and scheduling 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 customers and logistics and serves as the operational and administrative Service point of contact for each assigned customer. The role functions as a 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.
• 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 both 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 the support of 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 being performed at each assigned account, which may include technical direction and training.
• Ensures resolution for all emergency service calls for assigned accounts.
• Initiates Root Cause Analysis Reports (RCARs) for failed parts.
• Assists sales as required with quotations for assigned accounts; occasionally drives this activity as required within levels of authority.
• Reviews project documentation such as reports, PowerDB forms, customer-required documentation, and updated drawings for consistency, accuracy, completeness, and technical compliance within account/contract requirements.
• Actively participates in process mapping, documentation, and continuous improvement.

Qualifications

• 7–10 years of experience.
• Excellent communication, both written and verbal.
• Excellent customer service skills.
• Excellent organizational, analytical, and interpersonal skills.
• Ability to work and multitask in a fast-paced environment.
• Service industry experience preferred, with knowledge of electrical distribution systems and critical infrastructure environments.
• Ability to work and multitask 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.
• Ability to work with minimal supervision.

Education

• 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 held equivalent to the educational requirement.

Physical & Environmental Demands

• Ability to take after-hours calls during evenings, weekends, and holidays.
• On-site presence required Monday–Friday in Westerville, Ohio.
• 25% travel required.