Global Strategic Account Success Manager

Vertiv Corporation; Phoenix (AZ); On-site; USD 85,000 - 120,000; Full time

Job summary

Vertiv is seeking a Customer Success Manager to ensure we meet contractual obligations and SLAs for service customers. You will coordinate Preventive Maintenance visits, align service resources, coordinate repairs, and initiate RCARs as needed.

You will be the primary service contact for assigned accounts, interfacing with customers daily and with internal departments to advocate for the customer. The role requires 7–10 years of experience in service environments, outstanding communication and

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

Responsibilities

• Manages a select list of essential or preferred customer accounts.
• Develops and maintains Account Plans to achieve long and short-term 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 KPI's to ensure performance metrics are met, including invoicing plans and monthly status reports.
• Develops and grows relationships with sales, service, management and other key internal partners.
• Coordinates preventive maintenance to align project flow with customer/contract schedules.
• Evaluates field test equipment and works with project leads to ensure assets and checkout systems are used.
• Provides technical support for services performed at each account, including direction/training.
• Ensures resolution for all emergency service calls for accounts.
• Initiates RCARs for failed parts.
• Assists sales with quotations for assigned accounts; may drive this activity within authority.
• Reviews project documents for consistency, accuracy, and compliance within contract requirements.
• Participates in process mapping, documentation, and continuous improvement.
• Other duties as assigned.

Skills

Communication skills

Customer service

Organizational skills

Analytical skills

Interpersonal skills

Multitasking in fast-paced environment

Strategic thinking

Independent judgment

Microsoft Office

PowerDB

Field test equipment

Education

Bachelor's degree preferred

AS in Electronics or technical discipline / military certification with 3+ years related experience

Tools

Microsoft Office

PowerDB

Field test equipment

Job description

Vertiv is seeking a Customer Success Manager to ensure we meet contractual obligations and SLAs for service customers. You will coordinate Preventive Maintenance visits, align service resources, coordinate repairs, and initiate RCARs as needed.

You will be the primary service contact for assigned accounts, interfacing with customers daily and with internal departments to advocate for the customer. The role requires 7–10 years of experience in service environments, outstanding communication and