Customer Success Manager, Remote US

$112,828 - $157,959/Yr

Carrier Corporation

Full-time - Mid Level

Remote

Specialty Trade Contractors

About the position

The Customer Success Manager is responsible for managing client energy solutions through IoT and digital tools, ensuring customer satisfaction and success. This role involves supporting decision-makers, tracking program milestones, and driving program outcomes while focusing on customer engagement and upselling opportunities.

Responsibilities

• Own Customer Success & Satisfaction for identified accounts
• Responsible for delivering customer success KPIs and program outcomes
• Increase adaptation & usage of IoT Platform (Abound PI) & associated digital tools at customer's place
• Responsible for delivering planned revenue & upsell in the identified accounts
• Conduct weekly/biweekly status update meetings with customers
• Conduct Quarterly Business Reviews and drive the actions of QBR to closure
• Take up status reporting and generate the program level status for executive reviews
• Ensure successful execution and closure of Pilot Programs
• Create overall program communication plan, matrix, standards, etc. and ensure necessary communications to program stakeholders at customer organization
• Provide quality control, quality assurance, coordinating quality inspections and process coaching to project team to ensure quality; Track Program KPIs and report to senior management
• Identify and evaluate risk, developing risk and issue mitigation measures as well as identify change requests to a program from time to time
• Conduct Pilot Programs
• Support Sales Activities as and when required

Requirements

• Bachelor's degree
• 5+ years of experience in Customer Engagement & Success
• 3+ years of Connected Buildings domain experience and IoT enabled digital products
• 3+ years of Building Automation experience
• Able to travel at least 20% of the time

Nice-to-haves

• Graduate Degree
• Experience working with various Building Automation Systems
• Operational & technical expertise of core system HVAC assets/ BMS control systems/AHUs/RTUs/Chillers/ Pumps, Energy Management etc.
• Proven ability to manage cross-functional teams without formal authority through influence and relationships
• Superior presentation, written, and verbal communication skills
• Self-driven and willing to learn and talk technology (data science, AI, IoT and analytics)
• Ability to understand multi-faceted problems and work out a solution with the larger delivery team
• Leadership skills to manage across functional teams
• Interpersonal skills for managing in a team framework
• Project management skills
• Strong Analytics Skills

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities