Job Number: 2800

External Description:

Customer Success Manager

Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable, and high-performance buildings. Carrier leverages and prides itself on a long track record of changing industries and the way people live and work.

Big megatrends – climate change, urbanization, growing middle class and digitalization – are changing the face of industry and, indeed, the planet. The corporate tagline “Change is in the Air” reflects Carrier’s vision is to bring forth the vitality of change through a worldwide, broad portfolio of leading technologies including expanded digital and services capabilities.  

Autronica and Det-Tronics, are two strong business units within the Carrier portfolio.  Market focus include the POG (Petrochemical, Oil & Gas) markets, both onshore and offshore, as well as many other industrial specialty hazard markets.  These two brands are collectively a multi- million $ business that are technologically innovative, global, and protect customers in many challenging environments with high end flame and gas detection products and systems. Both organizations are part of the Carrier’s Global Fire Products business and have a global reach with manufacturing sites in Norway, the U.S. and sales presence around the globe.

Customer Success Manager

We are seeking a Customer Success Manager who has experience building and growing business directly with OEM and end customers by supporting sales channel partners or directly with customers, as well as with an external sales team. This would include supporting the execution of sales strategies for assigned regions and accounts, monitoring results and KPIs against plan, and reporting to outside sales team and management on a regular basis.

This role will use project management, selling and problem-solving skills, strong analytical and logical thinking capabilities, and excellent communication skills to support plan development with the external sales team and customer strategies to establish, maintain and grow regional sales of company products, systems & services, specifically targeting our rotating equipment and direct business opportunities. The primary responsibility of this role is to delight customers through exceptional communication leading to expanded business within the defined set of accounts.

Responsibilities Highlights

• Manage day to day order schedule, connect regularly with internal stakeholders to ensure standard and exceptional demand is allocated and meets on-time to customer request.

• Engage in weekly, monthly, or quarterly calls with OEM and/or Strategic End customers to monitor key performance indicators and report back to the organization.

• Support business growth and expansion into assigned accounts for new, existing base and upgrade opportunities, working closely with external Regional Sales Managers, channel partners, marketing, and other internal stakeholders.

• Support the external team in achievement of their sales objectives to achieve KPIs, including sales reporting, analytics, pipeline management, and bid preparation to drive growth in identified markets and accounts.

• Coordinate activities for support with other cross functions including Customer Service, Project management, finance, and other sales team members.

• Develop and maintain a strong relationship with customers by reinforcing quality, continuous innovation, proactive support and selling

• This is a MANAGEMENT and DOER role; the successful candidate is expected to manage 1 Inside Sales Specialist to support the Texas Direct Model but also directly support our turbine accounts in NA.

Required Qualifications:

• High School Diploma or GED

• 3+ years of Inside Sales experience or Sales operations support experience

Preferred Qualifications:

• Bachelor’s degree in business, technical field or engineering discipline or equivalent experience - 5+ years of Inside Sales experience or Sales Operation Support in a technology field will be accepted

• Strong selling/ logical thinking skills along with judgment to make business decisions to advance sales.

• Ability to build relationships internally and externally

• Self-motivated with the ability to follow-up on issues and progress in order to meet leadership expectations

• Excellent written, verbal skills, and a passion for continuous improvement

• Capability to perform in a fast-paced and changing environment

• Experience working cooperatively and respectfully on multicultural/cross-functional teams

• Experience working on multiple projects while following up on issues and progress reports in order to drive projects to completion

• Strong organization and time management; Can work creatively in an ambiguous environment

• Ability to lift 50 lbs. with or without reasonable accommodation

• Understanding of industrial fire protection/suppression and flammable/toxic gas detection systems used in petrochemical, oil, and gas production facilities

RSRCAR

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Job Number: 30118712

Community / Marketing Title: Customer Success Manager

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