Vertiv Holdings Co.

Customer Success Manager, Global Strategic Account Execution

Vertiv Holdings Co. • $90K — $110K *
Phoenix, AZ 85032In-Person
Technical Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7-10 years of experience in customer service or similar roles
  • Excellent written and verbal communication skills
  • Strong organizational, analytical, and interpersonal abilities
  • Capability to multi-task in a fast-paced environment
  • Preferably experienced in the service industry with knowledge of electrical distribution systems
  • Proficient in Microsoft Office and computer-controlled test equipment
  • Demonstrated problem-solving skills and strategic thinking ability
  • Ability to work with minimal supervision

Responsibilities

  • Manage and nurture a select list of essential customer accounts
  • Develop and maintain comprehensive Account Plans to meet operational goals
  • Coordinate preventative maintenance schedules to meet customer expectations
  • Provide technical support and resolution for emergency service calls
  • Initiate Root Cause Analysis Reports (RCARs) for service failures
  • Assist in preparing quotations for service proposals
  • Review project documentation for compliance with account requirements
  • Participate in process improvement and documentation initiatives

Benefits

  • Opportunity for continuous professional development
  • Engagement in cross-functional collaboration
  • Access to a variety of challenging and meaningful projects
  • Potential for career advancement within the organization
  • Supportive team environment focused on customer success
Full Job Description
Job Description

POSITION SUMMARY

The Customer Success Manager ensures that Vertiv is meeting our contractual obligations and achieving our Service Level Agreements to our contracted Service customers. This is primarily achieved by coordination & scheduling of Preventive Maintenance Visits, aligning Vertiv Service resources for start-up and commissioning activities, coordinating emergency repairs, and initiating RCARs as necessary. The Customer Success Manager interfaces daily with the customers and logistics. The Customer Success Manager is the Service point of contact operationally and administratively for each customer assigned. Function as 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. Present value-oriented, Quarterly Business Reviews with assigned customer accounts. Makes periodic visits to assigned accounts to grow customer relationship and monitor service performance. Establishes and manages account Key Performance Indicators (KPI's) to ensure both customer and department performance metrics are met, these include developing invoicing plans and monthly status reports.
  • Develops and grows relationships with sales, service, management and other key internal partners essential to the support of assigned accounts.
  • Coordinates preventative maintenance to ensure project flow and schedules meet the expectations of the customer and/or contract.
  • Evaluates required field test equipment and work with local project leads to ensure appropriate assets and tool checkout systems are being utilized.
  • Provides technical support for services being performed at each assigned account which may include technical direction/training. Ensures resolution for all emergency service calls for assigned accounts.
  • Initiates Root Cause Analysis Reports (RCARs) for failed parts.
  • Assist sales as required with quotations for assigned accounts; occasionally driving this activity as required within levels of authority.
  • Reviews project documentation such as reports, PowerDB forms, customer required documentation, updated drawings, etc. for consistency, accuracy, completeness, technical compliance, etc. within the account/contract requirements.
  • Actively participates in process mapping, documentation, and continuous improvement.
  • Other duties as assigned.
  • This role may be hired at a higher or lower level dependent upon the selected candidate's experience.

QUALIFICATIONS
  • 7-10 years experience
  • Excellent communication, both written and verbal
  • Excellent customer service skills
  • Excellent organizational, analytical, and interpersonal skills
  • Ability to work and multi-task in a fast-paced environment
  • Service industry experience preferred with knowledge of electrical distribution systems and critical infrastructure environments.
  • Ability to work and multi-task in a fast-paced matrix environment
  • Strong computer skills including editing, formatting and using templates in all Microsoft Office programs, use of Internet for standards/products/manufacturer research, and operation of computer-controlled test equipment.
  • A high degree of problem-solving ability, creativity and independent judgment.
  • The ability to think and act strategically, utilizing account plans to set specific account objectives.
  • Work with minimal supervision.

EDUCATION
  • 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 of directly related experience will be held equivalent to the educational requirement.

PHYSICAL & ENVIRONMENTAL DEMANDS
  • Ability to take after hours call during evening, weekends and holidays.
  • Report in office full time Monday-Friday (Westerville, Ohio)

TIME TRAVEL REQUIRED
  • 25%

About Vertiv Holdings Co.

Vertiv Holdings Co. is a global provider of critical digital infrastructure and continuity solutions. The company offers a broad range of products and services, including power management, thermal management, and IT infrastructure management. Vertiv serves customers in a variety of industries, including telecommunications, healthcare, and financial services. The company was founded in 2016 and is headquartered in Columbus, Ohio.
Learn more about Vertiv Holdings Co.
Size
20,000 employees
Market Cap
$7.4 billion
Industry
Manufacturing & Automotive
Net Income
-$183.6 million
Revenue
$4.3 billion
* Ladders Estimates

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