Sr. Customer Success Manager, GSA

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%