Customer Success Manager

4 weeks ago

Westerville, Ohio, United States Vertiv Full time

**Job Summary**

The Customer Success Manager at Vertiv is responsible for ensuring that the company meets its contractual obligations and achieves its Service Level Agreements with contracted Service customers.

This involves 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 necessary.

The Customer Success Manager interfaces daily with customers and logistics, serving as the primary point of contact operationally and administratively for each assigned customer.

**Key Responsibilities**

  • Manage a select list of "Essential" or "Preferred" customer accounts, developing and maintaining Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts.
  • Present value-oriented, Quarterly Business Reviews with assigned customer accounts, making periodic visits to grow customer relationships and monitor service performance.
  • Establish and manage account Key Performance Indicators (KPIs) to ensure both customer and department performance metrics are met, including developing invoicing plans and monthly status reports.
  • Develop and grow relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.
  • Coordinate preventative maintenance to ensure project flow and schedules meet the expectations of the customer and/or contract.
  • Evaluate required field test equipment and work with local project leads to ensure appropriate assets and tool checkout systems are being utilized.
  • Provide technical support for services being performed at each assigned account, ensuring resolution for all emergency service calls.
  • Initiate RCARs for failed parts and assist sales as required with quotations for assigned accounts.
  • Review project documentation for consistency, accuracy, completeness, technical compliance, etc., within the account/contract requirements.
  • Actively participate in process mapping, documentation, and continuous improvement.

**Requirements**

  • 7-10 years of experience in the service industry, preferably with knowledge of electrical distribution systems and critical infrastructure environments.
  • Excellent communication, customer service, organizational, analytical, and interpersonal skills.
  • Ability to work and multi-task in a fast-paced environment, with strong computer skills and problem-solving ability.
  • A high degree of problem-solving ability, creativity, and independent judgment, with the ability to think and act strategically.

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