Customer Success Manager

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Carrier is the leading global provider of HVAC, refrigeration, fire, security, and building automation technologies. 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. These high-technology products deliver efficiency, safety, and security across several platforms!

About this role

Carrier/Automated Logic has an opening for a Customer Success Manager, supporting our Abound offerings. You will be the primary contact for our dealers, distributors, and customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from our Building Automation Systems. You will partner cross-functionally with our Product Management, Operations and Marketing teams to provide customer insight on opportunities to improve and expand our offerings, increase customer satisfaction, and minimize churn.

Key Responsibilities:

• Interact with Carrier/Automated Logic distributors, dealers, and customers continually to improve their customer experience.

• Coordinate technical review sessions between distributors, dealers, and Carrier/Automated Logic technical resources, to analyze customer site requirements.

• Drive user adoption through various touchpoints of the customer’s journey.

• Perform periodic customer success reviews to assess customer health, collect feedback, and share new and upcoming product features.

• Develop a cohesive communication process, utilizing customer portals and direct emails, ensuring all users are receiving our communications and updates.

• Forecast and manage the Renewal process for assigned accounts.

• Identify expansion opportunities by monitoring customer product usage, customer feedback, and product updates/news.

• Function as the voice of customer.

• Manage the Net Promotor Score (NPS) survey process for assigned Brands.

• Build and maintain a deep understanding of the various Brand’s end-to-end sales and distribution processes and supporting technology.

• Partner with cross-functional stakeholders such as Product Management, Digital Business Applications and Marketing, to optimize the customer’s end-to-end process.

• Identify opportunities to optimize work to be more efficient, scalable, and measurable.

• Manage a pipeline of new and pre-existing distributor, dealer, and customer accounts.

Required Qualifications:

• Bachelor’s degree

• 5+ years’ experience in Customer Success Management

• 2+ years’ experience in a customer-facing role

• 2+ years’ conducting customer surveys (NPS, CSAT)

Preferred Qualifications:

• Bachelor’s degree with focus in Business or Engineering

• Proven success of consistently hitting and exceeding KPI goals in a customer success team or similar role

• Must be initiative-taking, independent, flexible, resourceful, able to work individually or in a team, and be responsive to requests

• Strong business and technical orientation a plus; ability to capture and communicate customer feedback and requirements across various stakeholders.

• Familiarity with WebCTRL, iVu Building or Abound Automation Systems.

• Work experience in HVAC and automation controls.

• Excellent verbal and written skills and able to communicate effectively.

• Detail-oriented and able to effectively prioritize tasks.

• Excellent time management skills.

• Ability to multi-task and perform effectively under pressure.

• Ability to use collaboration tools such as Teams, WebEx, Zoom, etc.

RSRCAR

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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