Customer Success Manager, Global Strategic Account Execution

About the role

The Customer Success Manager ensures that Vertiv meets its contractual obligations and Service Level Agreements for contracted Service customers. This is achieved by coordinating and scheduling Preventive Maintenance Visits, aligning Vertiv Service resources for start‑up and commissioning activities, coordinating emergency repairs, and initiating Root Cause Analysis Reports (RCARs) as needed. The role serves as the daily point of contact with customers and logistics, acts as the operational and administrative service point of contact for each assigned account, 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 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 preventive 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 as required; occasionally drives this activity within authority levels.
• Reviews project documentation (reports, PowerDB forms, customer‑required documentation, updated drawings, etc.) for consistency, accuracy, completeness, and technical compliance per account/contract requirements.
• Actively participates in process mapping, documentation, and continuous improvement.
• Performs other duties as assigned.
• May be hired at a higher or lower level depending on the selected candidate’s experience.

Requirements

• 7‑10 years of relevant experience.
• 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