Virtual Customer Engagement Manager

2 weeks ago


West Palm Beach, Florida, United States Carrier Full time

Country:

United States of America Location:

Company Overview:

Carrier is a premier global provider of innovative, safe, and sustainable building and cold chain solutions. Our diverse workforce is dedicated to delivering exceptional services across HVAC, refrigeration, and fire and security sectors.

We strive to enhance modern living by providing safer, smarter, and more sustainable solutions that positively impact both individuals and the environment while leading industry advancements.

We are looking for a Customer Success Manager who will oversee the comprehensive customer value delivery process, manage key account stakeholders, identify and support new business opportunities, and coordinate initiatives to enhance customer satisfaction metrics.

This position is open to candidates located anywhere in the United States working remotely.


Key Responsibilities:
  • Collaborate with the Enterprise Account Manager and Regional Key Accounts teams to cultivate and maintain a thorough understanding of assigned global accounts.
  • Identify, assess, and facilitate Carrier expansion opportunities within and across global accounts.
  • Lead strategic initiatives and manage programs aimed at driving continuous improvement in customer satisfaction scores.
  • Quantify potential business improvements for customers resulting from Carrier's solutions.
  • Organize, plan, and conduct customer business reviews (ABR's and QBR's) with a focus on actionable strategies to achieve growth targets.
  • Develop and maintain performance scorecards to report on shared objectives for assigned accounts.
  • In collaboration with other Carrier resources, create and implement customized solutions to address specific customer needs and deliver greater value.
  • Understand and influence the customer's capital investment strategies relevant to Carrier products to drive expansion.
  • Expand relationships with assigned accounts to engage new stakeholders and uncover additional opportunities.
  • Work with Carrier business unit delivery teams to prioritize and support enhancements in product and solution delivery.

Required Qualifications:
  • Bachelor's degree.
  • 5+ years of experience in sales, finance, or operational excellence methodologies (Lean, Six Sigma, etc.).
  • 5+ years of experience in leading and executing customer service or program management initiatives with strong ownership of implementation.

Preferred Qualifications:
  • Bachelor's degree in Business, Finance, or Engineering.
  • Proven experience in consultative problem-solving with both internal and customer processes.
  • Knowledge of HVAC and Building Automation industries.
  • Ability to influence both internal and customer stakeholders, including senior leadership.
  • Capability to quickly adapt, find solutions, and establish processes to meet customer needs.
  • Demonstrated ability in consultative problem-solving with both internal and customer processes.
  • Experience in delivering aftermarket, software, and recurring sales revenue.
  • Proficiency in MS Office software.

Equal Opportunity Employer:
Carrier is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.
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