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Vertiv · 2 days ago

Customer Success Management Specialist, GSA

Westerville, OH

Full-time

Onsite

Senior Level

7+ years exp

Vertiv is a global leader in mission-critical infrastructure technologies, and they are seeking a Customer Success Management Specialist to ensure contractual obligations and Service Level Agreements are met for their Service customers. The role involves managing customer accounts, coordinating maintenance visits, and acting as the primary contact for customer service needs.

Data CenterInformation TechnologyIT InfrastructureTelecommunications

No H1B

U.S. Citizen Only

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

Qualification

Customer service skillsElectrical distribution systemsProblem-solving abilityMicrosoft Office proficiencyOrganizational skillsAnalytical skillsMulti-taskCommunication skillsInterpersonal skillsCreativityStrategic thinking

Required

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

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

Ability to take after hours call during evening, weekends and holidays

Report in office full time Monday-Friday (Westerville, Ohio)

25% travel required

Preferred

Service industry experience preferred with knowledge of electrical distribution systems and critical infrastructure environments

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