Customer Success Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take charge of Customer Success & Satisfaction for designated accounts.

• Accountable for meeting customer success KPIs and achieving program results.

• Enhance the adoption and usage of the IOT Platform (Abound PI) and related digital tools at customer locations.

• Responsible for achieving planned revenue and upselling within the targeted accounts.

• Conduct weekly or biweekly status update meetings with customers.

• Facilitate Quarterly Business Reviews and ensure the resolution of action items from QBRs.

• Manage status reporting and produce program-level updates for executive reviews.

• Oversee the successful execution and conclusion of Pilot Programs.

• Develop a comprehensive program communication plan, including matrices and standards, ensuring effective communication with program stakeholders at the customer organization.

• Identify and assess risks, create mitigation strategies, and address change requests for the program as necessary.

• Execute Pilot Programs.

• Provide support for Sales Activities as needed.

⛳️ Requirements

• Bachelor’s degree.

• Over 5 years of experience in Customer Engagement & Success.

• More than 3 years of experience in the Connected Buildings domain and with IOT-enabled digital products.

• Willingness to travel at least 30% of the time (domestic).

• Graduate degree preferred.

• Experience with various Building Automation Systems.

• Operational and technical expertise in core HVAC systems, BMS control systems, AHUs, RTUs, Chillers, Pumps, Energy Management, etc.

• Proven capability to manage cross-functional teams through influence and relationship-building, without formal authority.

• Self-motivated and eager to learn about technology (data science, AI, IoT, and analytics).

• Ability to comprehend complex problems and collaborate with the larger delivery team to devise solutions.

• Strong interpersonal skills for effective teamwork.

• Proficient in project management.

• Strong analytical abilities.

• Excellent presentation, written, and verbal communication skills.

• Leadership qualities to manage across functional teams.

🏝️ Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives.

• Retirement Benefits.

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation.

• Disability: Short-term and long-term disability coverage.

• Life Insurance and Accidental Death and Dismemberment coverage.

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account.

• Tuition Assistance. To learn more about our benefits offering, please click here Work with us | Carrier Corporate.