Customer Success Manager, Remote US

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Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

We are seeking a Customer Success Manager who will own the end-to-end customer value delivery process, manage account stakeholders, and identify and support new opportunity pursuits, and coordinate efforts to increase customer net promoter score.

This role may sit anywhere in the United States working remotely.

Role Responsibilities:

• Collaborate with the Enterprise Account Manager and Regional Key Accounts teams to develop and maintain in-depth knowledge of the assigned global accounts

• Identify, qualify, and support Carrier expansion opportunities within and across global accounts

• Lead strategy and program manage actions to drive continuous improvement in customer NPS

• Quantify customer business improvement opportunity resulting from Carrier delivered solutions

• Coordinate, plan, and facilitate customer business reviews (ABR’s and QBR’s) with a focus on forward-looking actions to achieve growth objectives

• Develop and maintain scorecards to report on mutually shared objectives for assigned accounts

• In collaboration with other Carrier resources, develop and execute tailored solutions to meet specific customer needs and create larger value for customers

• Understand and influence customer's capital investment roadmap relevant to Carrier products to drive expansion

• Expand relationships with assigned accounts to access new buyers and uncover new opportunities

• Collaborate with Carrier BU delivery teams to prioritize and support product and solution delivery improvement opportunities

Required Qualifications

• Bachelor’s degree

• 5+ years of sales, finance, or operational excellence methodologies (Lean, 6Sigma, etc.) experience

• 5+ years of experience leading and executing customer service or program management initiatives, with strong implementation ownership

Preferred Qualifications

• Bachelor’s degree in Business, Finance, or Engineering

• Demonstrated experience with consultative problem-solving with both internal and customer processes

• HVAC and Building Automation industry knowledge

• Ability to influence internal stakeholder as well as customer stakeholders up to senior leadership

• Ability to quickly adapt, find solutions, and establish processes to solve for customer needs

• Demonstrated ability in consultative problem-solving with both internal and customer processes

• Ability to deliver aftermarket, software, and recurring sales revenue

• MS Office software proficiency

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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