Customer Success Manager

Carrier is a global provider of intelligent climate and energy solutions. The Customer Success Manager will manage enterprise customer relationships, deliver customer success KPIs and program outcomes, promote adoption of AI- and IoT-enabled digital tools, and drive revenue, pilots, communications, risk management, and executive reporting.

Responsibilities:

• Own Customer Success & Satisfaction for identified accounts
• Responsible for delivering customer success KPIs and program outcomes
• Increase adaptation & usage of IOT Platform (Abound PI) & associated digital tools at

• customer’s place

• Responsible for delivering planned revenue & upsell in the identified accounts
• Responsible to conduct weekly/biweekly status update meeting with customers
• Responsible to conduct Quarterly Business Review and drive the actions of QBR to closure
• Take up status reporting and generate the program level status for executive reviews
• Responsible to successful execution and closure to Pilot Programs
• Create overall program communication plan, matrix, standards, etc. and ensure necessary communications to program stakeholders at customer organization
• Identify and evaluate risk, developing risk and issue mitigation measures as well as identify change requests to a program from time to time
• Conduct Pilot Programs
• Support Sales Activities as and when required

Requirements:

• Bachelor's degree
• 5+ years of experience in Customer Engagement & Success
• 3+ years of Connected Buildings domain experience and IOT enabled digital products
• Graduate Degree
• Experience working with various Building Automation Systems
• Operational & technical expertise of core system HVAC assets/ BMS control systems/AHUs/RTUs/Chillers/ Pumps, Energy Management etc
• Proven ability to manage cross-functional teams without formal authority through influence and relationships
• Self-driven and willing to learn and talk technology (data science, AI, IoT and analytics)
• Ability to understand multi-faceted problems and work out a solution work with the larger delivery team
• Interpersonal skills for managing in a team framework
• Project management skills
• Strong Analytics Skills
• Superior presentation, written, and verbal communication skills
• Leadership skills to manage across functional teams