Senior Customer Success Manager
3 days ago
This is a critical and comprehensive role in Carrier's fast-paced and growing HVAC Control Board market. The successful candidate will be a self-directed leader who can achieve and exceed product and business growth targets while driving improved quality, delivery, demand planning, and customer satisfaction.
Key Responsibilities- Customer Satisfaction: Hold regular customer status reviews via Teams and factory visits. Drive customer satisfaction to a highly satisfying level. Maintain customer dashboards, action registers, and track customer initiatives.
- Quality: Work with customer factories to ensure products meet quality expectations. Define project requirements, priorities, and provide overall direction to help coordinate initiatives led by quality engineers.
- Delivery: Review customer factories monthly on-time delivery reports and work with Carrier Controls customer service and Logistics department to achieve 100% OTD. Work with customer service, manufacturing, and sourcing to expedite customer pull-ins or problem shipments.
- Forecasting: Work with customer factories monthly to generate an accurate 12-month forecast. Provide market intelligence for each business area to support monthly forecast adjustments.
- Quoting: Work with the product manager to determine customer pricing. Generate quote letters for product updates and new product introductions. Review and update product transition plans with Customer Service and the demand planning team.
- New Business: Identify new business opportunities and support the product manager in developing Business Opportunity Proposals and engineering development plans. Identify opportunities to grow segment sales year over year.
- Bachelor's Degree: Required
- 6+ Years of Experience: In development and execution of product strategies for customers
- 3+ Years of Experience: Leading people in cross-functional organizations and managing accounts and relationships with diverse sets of customers in the US and Europe
- Masters Degree: Preferred
- 3+ Years of Experience: In the electronics space with hardware, software, or firmware products
- HVAC Controls Experience: Preferred
- Project and Program Management: Preferred
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