Customer Success Manager

Description

       JOB DESCRIPTION

Job Title:
Customer Success Manager – Hyperscale & Colo EMEA
 
Reports To:
Customer Success Director EMEA

Department:
Service

SUMMARY:

The Customer Success Manager (CSM) will be responsible for managing strategic accounts within the Hyperscale and Colo sector across EMEA. As the primary point of contact, the CSM will advocate for customers, drive service excellence, and foster long-term relationships. This role is essential to our mission of delivering exceptional service and supporting the strategic growth of Vertiv's service business across the region.

DUTIES & RESPONSIBILITIES

1. Account Management & Customer Advocacy
   • Serve as the Single Point of Contact (SPOC) for a select portfolio of strategic customer accounts, ensuring all deliverables are met as per the Account Implementation Plans.
   • Develop and maintain comprehensive Account Plans to achieve long-term growth and customer satisfaction.
   • Conduct value-driven Quarterly Business Reviews (QBRs) with key customer stakeholders to review service performance and identify growth opportunities.
   • Build strong customer relationships through regular on-site visits, proactive communication, and consistent follow-up.
   • Act as a customer advocate by liaising between internal departments (Sales, Service, Logistics, and Sourcing) to ensure smooth service delivery.
2. Revenue Growth & Strategic Initiatives
   • Collaborate with Sales to identify, support, and capture renewals, upselling, and cross-selling opportunities, driving revenue growth.
   • Leverage insights from account activities to identify new service opportunities and tailor solutions that align with customer needs.
   • Support the strategic expansion of the service business by identifying market trends, competitors, and customer pain points to drive innovative service offerings.
   • Lead initiatives to improve customer retention, satisfaction, and Net Promoter Score (NPS) metrics.
3. Operational Excellence
   • Oversee the resolution of all emergency service calls for assigned accounts, ensuring timely and effective responses.
   • Track and follow up on Maintenance Response Satisfaction Index (MRSI) surveys to monitor customer satisfaction.
   • Manage key account KPIs to align with both customer and departmental performance goals.
   • Ensure timely completion of Preventive Maintenance (PM) and Field Change Notices (FCN) for all assigned accounts.
   • Handle complex billing processes and resolve billing discrepancies to ensure smooth financial transactions.

1. Strategic Growth & Regional Development
   • Work closely with the leadership team to develop and execute growth plans that align with the organization's strategic objectives.
   • Engage in market analysis to identify emerging trends, potential partnerships, and new business opportunities.
   • Support the introduction of new service offerings and strategic initiatives aimed at driving service business growth.
2. Other Responsibilities
   • Contribute to process improvement initiatives within the Customer Success department to enhance efficiency and customer satisfaction.
   • Support ad hoc projects and tasks as required by the Customer Success Director.

KNOWLEDGE, SKILLS & ABILITIES

1. Education & Experience
   • Bachelor's degree in business, Engineering, or a related field preferred.
   • 3+ years of experience in client-facing roles, ideally in a service or technical environment.
   • Previous experience in managing Hyperscale or Colo accounts is a plus.
2. Core Competencies
   • Strong analytical skills with the ability to use data to drive decisions and strategic initiatives.
   • Excellent problem-solving abilities and conflict resolution skills.
   • Strong organizational skills with a keen eye for detail and ability to manage multiple priorities.
   • Ability to work effectively in a matrix management environment.
   • High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
3. Communication & Relationship Management
   • Excellent verbal and written communication skills, with the ability to engage at all organizational levels.
   • Strong customer relationship-building skills, with a focus on empathy and active listening.
   • Ability to think strategically and utilize account plans to set and achieve specific account objectives.
4. Technical & Industry Knowledge
   • Familiarity with UPS, Power, HVAC, and Switchgear products is a plus.
   • Understanding of critical space environments, service products, and customer-specific challenges.
   • Knowledge of purchasing and decision-making processes in large enterprises, particularly within Datacenter Orginisations.

WORKING CONDITIONS

1. Travel
   • Travel within the EMEA region is required to support customer relationships and account growth.
   • Ability to handle after-hours calls, including nights, weekends, and holidays as needed.
2. Work Environment
   • Mixture of field-based and office work required for reporting and meetings.

Approved by:

Department Head
 
Human Resources

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