Customer Success Manager

The Customer Success Manager (CSM) will be responsible for managing strategic accounts within the Hyperscale and Colo sector across EMEA. As the primary point of contact, the CSM will advocate for customers, drive service excellence, and foster long-term relationships. 

This role is essential to our mission of delivering exceptional service and supporting the strategic growth of Vertiv’s service business across the region. 

DUTIES & RESPONSIBILITIES 

1. Account Management & Customer Advocacy 

o Serve as the Single Point of Contact (SPOC) for a select portfolio of strategic customer accounts, ensuring all deliverables are met as per the Account Implementation Plans. 

o Develop and maintain comprehensive Account Plans to achieve long-term growth and customer satisfaction. 

o Conduct value-driven Quarterly Business Reviews (QBRs) with key customer stakeholders to review service performance and identify growth opportunities. 

o Build strong customer relationships through regular on-site visits, proactive communication, and consistent follow-up. 

o Act as a customer advocate by liaising between internal departments (Sales, Service, Logistics, and Sourcing) to ensure smooth service delivery. 

2. Revenue Growth & Strategic Initiatives 

o Collaborate with Sales to identify, support, and capture renewals, upselling, and cross-selling opportunities, driving revenue growth. 

o Leverage insights from account activities to identify new service opportunities and tailor solutions that align with customer needs. 

o Support the strategic expansion of the service business by identifying market trends, competitors, and customer pain points to drive innovative service offerings. 

o Lead initiatives to improve customer retention, satisfaction, and Net Promoter Score (NPS) metrics. 

3. Operational Excellence 

o Oversee the resolution of all emergency service calls for assigned accounts, ensuring timely and effective responses. 

o Track and follow up on Maintenance Response Satisfaction Index (MRSI) surveys to monitor customer satisfaction. 

o Manage key account KPIs to align with both customer and departmental performance goals. 

o Ensure timely completion of Preventive Maintenance (PM) and Field Change Notices (FCN) for all assigned accounts. 

o Handle complex billing processes and resolve billing discrepancies to ensure smooth financial transactions. 

4. Strategic Growth & Regional Development 

o Bachelor’s degree in business, Engineering, or a related field preferred. 

o 3+ years of experience in client-facing roles, ideally in a service or technical environment. 

o Previous experience in managing Hyperscale or Colo accounts is a plus. 

2. Core Competencies 

o Strong analytical skills with the ability to use data to drive decisions and strategic initiatives. 

o Excellent problem-solving abilities and conflict resolution skills. 

o Strong organizational skills with a keen eye for detail and ability to manage multiple priorities. 

o Ability to work effectively in a matrix management environment. 

o High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). 

3. Communication & Relationship Management o Excellent verbal and written communication skills, with the ability to engage at all organizational levels. 

o Strong customer relationship-building skills, with a focus on empathy and active listening. 

o Ability to think strategically and utilize account plans to set and achieve specific account objectives. 

4. Technical & Industry Knowledge 

o Familiarity with UPS, Power, HVAC, and Switchgear products is a plus. 

o Understanding of critical space environments, service products, and customer-specific challenges. 

o Knowledge of purchasing and decision-making processes in large enterprises, particularly within Datacenter Orginisations. 

o Mixture of field-based and office work required for reporting and meetings.

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