Customer Success Manager

Description

Job Summary: Responsible for service quality to regional major accounts, ensuring a high customer experience and centralizing projects for performance improvement. Key Highlights: 1. Leadership in service quality for major accounts in LATAM 2. Focal point for key Vertiv accounts 3. Operational innovation and global capability development **RESPONSIBILITIES**: * Be responsible for service quality to the 10 Regional Major Accounts in LATAM (field operations, tech support) * Serve as the “focal point” for all matters related to key Vertiv accounts * Ensure a high level of Customer Experience * Centralize and communicate all ongoing projects or services to the 10 Major Accounts (including implementation of performance improvement tools – process optimization) * Leverage technical and Customer Success resources in LATAM * Establish QBR reports for the 10 Regional Major Accounts * Establish Safety Stock in each country to serve the top 10 Accounts * Enhance regional service readiness — more efficient operations \- shared learning / best practices * Develop global capabilities as customers and products become increasingly globalized * Bring innovation to the operational team * Participate in periodic and project-related meetings with Vertiv leadership * Serve as the interface with other Vertiv CSM job descriptions for global accounts Ensure customers receive the best possible experience handling all warranty-related matters, projects, maintenance contract execution, software, etc. * **Minimum Job Qualifications:** * Bachelor’s or Master’s degree in Mechanical Engineering, Systems Engineering, Telecommunications, Electrical Engineering, or related fields. * Experience in the technology, data center, or energy manufacturing sectors * 3 years of experience in leadership roles * Flexibility to travel * Be a role model * Motivator and trusted colleague for employees; * Represent the company to customers, suppliers, and others (unions, partners, contractors, etc.); * Communicate verbally and in writing in English, Spanish, and Portuguese; * Negotiate with customers and suppliers; * Ability to manage multiple priorities in this fast-paced environment; * Excellent problem-solving skills with strong attention to detail; * UPTIME ATS, ATD, AOS, TIA 942, or ICREA certification completed or in progress.