Customer Relation Manager

**Who are we?**

At Vertiv, we build products that keep critical technologies running 24/7. We are proud we were the first to protect mainframes with precision cooling systems. We were the first to introduce an integrated enclosure system to distributed networks. We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing. Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.

We are now looking for an **Customer Relationship Manager **to join our team in **Rungis, France.**

The Customer Relationship Manager will manage assigned “preferred accounts” with Key Deliverables addressed within each Account Implementation Plan (Defines the service relationship strategy for dedicated customers: tools, processes, best practices ) and will act as the Single Point of Contact on behalf of Vertiv Services (functions as Customer advocate and interface between all departments)

**What will you do in our team?**
- Proactively develop and follow a clear service and support strategy for target customers. Set customer expectations regarding applicable support procedures. (Global Service Plan). Communicate this strategy across customer organization.
- Attend sales and other internal departmental meetings on a regular basis to educate and deliver customer culture: The Customer Relationship Manager is the ambassador and liaison for the customer throughout the internal Vertiv organization.
- Responsible for monitoring/supporting the resolution of all service issues (including emergency service calls): The CRM ensures that service issues are escalated and addressed to the appropriate Vertiv departments when necessary.
- Ensure customer files and database records are regularly validated and maintained with correct information by the appropriate teams. (Installed Base, Contracts, LIFE..)
- Proactively visit and interact with assigned customers, to understand their business requirements and expectations, to grow customer relationship and monitor service performance
- Manage Service Review meetings with the customer and account team, to co-ordinate and evaluate performance and requirements, provide meeting minutes including action lists and decision lists, and follow up on actions.
- Coordinate communication of Root Cause Analysis Reports as required by customer.
- Prepare standardized key performance reports for target customers at regular intervals or as agreed with the customer or defined in Master Services Agreement
- Monitor Problem Management (*) linking recurring incidents to identify the underlying cause. Developing and managing comprehensive plans to preclude future occurrence.
- Validate and manage any SLA for assigned accounts, working closely with the legal department.

**What will make you successful?**
- + 3 years experiences with client-facing activities
- Master degree required ( electrical engineering would be a plus)
- Prior experience in Customer Relationship Management in ICT sector (Information and Communication Technologies)
- Business level in English language, literate and numerate
- Excellent communication: -Able to communicate clearly, concisely & appropriately with mínimal guidance at customer executive level ,the ability and willingness to communicate at all levels within an organization.
- Demonstrate good understanding of customer's business, culture & drivers and their service expectations.
- The ability to think and act strategically, utilizing account plans to set specific account objectives.
- Ability to work in a matrix management environment.
- Strong organizational skills, detail oriented, and the ability to effectively manage multiple tasks and priorities simultaneously
- A high degree of creative ability and independent judgment: the ability to think and act strategically, utilizing account plans to set specific account objectives.
- ITIL Foundation qualification
- Familiarity with ISO9001
- Broad knowledge and understanding of information technologies
- Proficient with Microsoft Office suite, notably Excel, Word, PowerPoint, Outlook and Teams
- Prior experience with data reporting and analysis business intelligence tools such as PowerBI
- Knowledge of UPS/Power/HVAC Products and critical space environments.
- Understanding of Fortune 100 companies purchasing, and decision-making processes is a plus.