Customer Success Manager

Job Number: 9730

External Description:

About this role

Carrier has an open role for a Customer Success Manager to drive digital connected solutions with a dealer and distribution network for the HVAC business units in North America. The chosen candidate will be responsible for setting objectives and guiding others on defining the nature and scope of the service, working with other planning roles, relationship managers, and capacity planners to forecast demand for each service.

Role Responsibilities

• Responsible for working with channel customers to get them onboarded to the digital connected product solutions and utilizing the digital solutions to benefit their businesses, building relationships with customers and getting their feedback on the digital connected product solutions, ensuring that customer-reported issues and questions are answered and closed out within a reasonable time.
• Supporting channel customers as they use the digital connected product solutions and strive to meet the Factory Authorized Dealer digital metrics.
• Support company goals and objectives to increase usage and adoption of the digital connected product solutions.

Role Purpose

• Onboarding: Facilitating seamless onboarding to digital solutions, often requiring immediate guidance and troubleshooting during the customer's active working hours. Onboarding new customers and new users within existing customers is a key day-to-day responsibility.
• Issue Resolution: Addressing customer-reported issues and questions promptly, preventing delays that can lead to frustration and hinder adoption. The ability to provide timely support during critical moments directly impacts customer satisfaction and retention.
• Proactive Support: Conducting regular check-ins, usage reviews, and proactive outreach during the customer's operational day, fostering a sense of partnership and dedicated support.

Required Qualifications

• Bachelor’s Degree
• 5+ years of experience in a customer success role
• 5+ years working directly with dealers and/or distributors
• 2+ years of experience working with digital solutions

Preferred Qualifications

• Master’s Degree
• Contextual Knowledge: An inherent understanding of the U.S. HVAC market, dealer business models, seasonal demands, and competitive landscape. This allows for more relevant and empathetic interactions.
• Relationship Building: The ability to build genuine rapport and trust, which is foundational for long-term customer relationships.
• Feedback Interpretation: A nuanced understanding of customer feedback, enabling accurate translation of pain points and feature requests into actionable insights for product development and improvement.

Job Number: 30198637

Community / Marketing Title: Customer Success Manager

Location_formattedLocationLong: Indiana, US