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Customer Engagement Manager

2 months ago

New York, New York, United States Carrier Full time
About This Role

Carrier Commercial Service is seeking a highly skilled Customer Engagement Manager to join our North America Commercial Service business. As a strategic advisor, you will play a critical role in maximizing Carrier's contribution to our customers' goals.

Key Responsibilities
  • Manage a client roster, fostering trust and loyalty to drive customer expansion.
  • Develop and maintain trust-based relationships, elevating them into mutually valuable long-term partnerships.
  • Translate applied equipment data reports into actionable steps for our customers, shared through our account managers.
  • Guide customers through their journey, aligning resources and intentions to achieve KPIs critical to customer success.
  • Identify upselling and cross-selling opportunities, maintaining internal cross-functional alignment to customer values.
  • Act as a Customer Champion within Carrier, aligning internal resources with customer strategic priorities.
  • Influence change within customers to drive adoption of best practices and successful change management methodologies.
  • Work directly with customers, Sales and Operation teams, and senior executive teams.
  • Collaborate with other departments within Carrier's Support, Implementation, Project Managers, and Product.
  • Predict and forecast risk, problem solve, and work independently.
  • Prepare internal and external Business Reviews.
Basic Qualifications
  • Bachelor's Degree in Business/Engineering or 10+ years of HVAC industry experience with a High School Diploma/GED.
  • 2+ years of experience within the HVAC industry.
  • 2+ years of experience in business development or account management.
Preferred Qualifications
  • Knowledge of Commercial HVAC Building Systems.
  • Knowledge of the industry, market, and key market participants.
  • Ability to work in a highly team-oriented and dynamic environment.
  • Demonstrated strong written, verbal, and presentation skills to effectively develop expectations and relationships with internal and external customers.
  • Self-motivated and able to manage many simultaneous actions and requests.
  • Extremely comfortable operating in a technical environment utilizing Microsoft-based computer software.
  • Goal-orientated with strong time management and organizational skills.
  • Exceptional interpersonal, strategic thinking, and data analysis skills.
  • Proven ability to communicate, present to, and influence key stakeholders at all levels of the organization.
  • Account management and customer-facing experience.
  • Advanced problem-solving skills, verbal, and written communication skills.