Customer Success Manager, Remote US

$112,828 - $157,959/Yr

Carrier Corporation - Atlanta, GA

Full-time

Remote - Atlanta, GA

Specialty Trade Contractors

About the position

The Customer Success Manager at Carrier is responsible for overseeing the Client's Energy Management through IoT and Digital Solutions. This role focuses on ensuring customer satisfaction and success by providing decision support to stakeholders, managing project milestones, and driving the adoption of digital tools. The position can be performed remotely, with a preference for candidates located in Metro Atlanta, GA.

Responsibilities

• Own Customer Success & Satisfaction for identified accounts
• Deliver customer success KPIs and program outcomes
• Increase adaptation & usage of IoT Platform (Abound PI) and associated digital tools at customer's place
• Deliver planned revenue & upsell in the identified accounts
• Conduct weekly/biweekly status update meetings with customers
• Conduct Quarterly Business Reviews and drive actions to closure
• Take up status reporting and generate program level status for executive reviews
• Ensure successful execution and closure of Pilot Programs
• Create overall program communication plan, matrix, standards, etc.
• Provide quality control, quality assurance, and process coaching to project teams
• Track Program KPIs and report to senior management
• Identify and evaluate risks, developing mitigation measures, and identifying change requests as needed
• Support Sales Activities as 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
• Ability 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
• Proven ability to manage cross-functional teams without formal authority
• Superior presentation, written, and verbal communication skills
• Self-driven and willing to learn and discuss technology (data science, AI, IoT, and analytics)
• Ability to understand multi-faceted problems and work out solutions 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

• Competitive salary
• Remote work flexibility
• Opportunities for professional development
• Diversity and inclusion initiatives