Senior Customer Success Manager

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Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

Carrier Controls designs develop and manufacturers control solutions for the HVAC, refrigeration, and related markets globally. The Customer Success Manager will be responsible for maintaining and growing all facets of the customer relationship to drive world-class customer satisfaction within the HVAC commercial business segment. They will promote Carrier Controls' capability to increase revenue and market share, support segment needs for quality, delivery, quoting, and new business opportunities. They will also drive and monitor actions within cross-functional business teams.

About this Role

This opportunity is critical and comprehensive in Carrier's fast-paced and growing HVAC Control Board market. It requires a self-directed leader for achieving and exceeding product and business growth targets while simultaneously driving improved quality, delivery, demand planning, and customer satisfaction.

This position will include 25% international travel. This role reports to the Commercial Business Manager and can be located in Fort Wayne, IN or Syracuse, NY or remotely in Eastern United States.

Key Responsibilities:

Customer Satisfaction

• Hold regular customer status reviews via Teams and factory visits. Drive customer satisfaction to a highly satisfying level. Maintain customer dashboards, action registers, and track customer initiatives.
• Conduct periodic reviews to assess customer health, gather feedback, and communicate within functional organization.
• Act as a Voice of Customer within the organization.
• Ensure Net Promotor Score (NPS) survey is implemented and captures customer feedback with corrective actions.

Quality

• Work with customer factories to ensure products are meeting quality expectations. Define project requirements, priorities and provide overall direction to help coordinate initiatives being led by quality engineers.

Delivery

• Review customer factories monthly on-time delivery reports and work with Carrier Controls customer service and Logistics department to achieve 100% OTD. Work with customer service, manufacturing, and sourcing to expedite customer pull-ins or problem shipments.

Forecasting

• Work with customer factories monthly to generate an accurate 12-month forecast. Provide market intelligence for each business area to support monthly forecast adjustments.
• Identify expansion opportunities by monitoring customer product usage.

Quoting

• Work with the product manager to determine customer pricing. Generate quote letters for product updates and new product introductions. Review and update product transition plans with Customer Service and the demand planning team.

New Business

• Identify new business opportunities and support the product manager in developing Business Opportunity Proposals and engineering development plans. Identify opportunities to grow segment sales year over year.
• Regularly evaluate market trends, perform competitive analysis, conduct voice of customer, and stay abreast of latest technological advances to shape product and business strategy

Required Qualifications:

• Bachelors degree
• 6+ years of experience in development and execution of product strategies for customers
• 3 + years of experience leading people in cross functional organization
• 3+ years of experience managing accounts and relationships with diverse sets of customers in US & Europe

Preferred Qualifications:

• Masters degree
• 3+ years of experience in the electronics space with hardware, software or firmware products
• HVAC controls experience
• Project and program management

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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