Customer Engagement Manager

Country:

United States of America

Location:

CAN35: CCS-New York, NY 1350 Broadway Ste 2300, New York, NY, 10018 USA

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.

About This Role

Carrier Commercial Service has an opening for a Customer Engagement Manager for our North America Commercial Service business. The role will bring a dimension of strategic advisement focused on maximizing Carrier's contribution to the achievement of our customers' goals. They will leverage available performance data from the connected, installed base of customers.

The insights arising from the analysis of this data will drive proposals and deployment of action plans best suited to maximize Carrier's contribution to our customers. Through consistent, proactive attention to Customer Engagement Manager is positioned to facilitate opportunities for expanding customer's reliance on Carrier as a trusted contributor to their success.

The role is designed for a naturally proactive, technically adept individual who believes in nurturing long-term, value-based customer partnerships that enhance customer outcomes. This role demands a comprehensive technical understanding of building systems and our products (hardware and software) with the ability to inspire customers with the power of data-based tools.

It is important to note: While the Customer Engagement Manager role facilitates sales, it does so indirectly, through the trust established with the customer. The role is not designed to carry a sales quota or incentives, but will be responsible for other metrics, related to retention, renewals, customer satisfaction, perceived impact etc.

Key Responsibilities

• Manage a client roster, ensuring a level of trust and loyalty that will prompt customers to expand their partnership with Carrier.
• Developing trust-based relationships and elevating them into mutually valuable long-term partnerships.
• Translating data and data reports into actionable steps for our customers that are shared through our account managers.
• The role includes guiding customers through their journey, aligning resources and intentions, and helping achieve KPIs critical to customer success.
• Identify upselling and cross-selling opportunities, maintain internal cross-functional alignment to customer values.
• Acts as a Customer Champion within Carrier, aligning internal resources with customer strategic priorities.
• Influence change within customers to drive adoption of best practices and successful change management methodologies, thereby deriving optimal utilization of the product.
• Work directly with customers, Sales and Operation teams, and senior executive teams
• Collaborate with other departments within Carrier's Support, Implementation, Project Managers, Product.
• Influence your customers to adopt additional functionality and/or offerings, demonstrating the value it will bring to their organization.
• Predict and forecast risk, problem solve and work independently.
• Prepare internal and external Business Reviews.

Basic Qualifications

• Bachelor's Degree in Business/Engineering or 10+ years of HVAC industry experience with a High School Diploma/GED
• 2+ years of experience within the HVAC industry
• 2+ years of experience in business development or account management

Preferred Qualifications

• Knowledge of the industry, market and key market participants
• Ability to work in a highly team-oriented and dynamic environment.
• Demonstrated strong written, verbal and presentation skills to effectively develop expectations and relationships with internal and external customers.
• Self-motivated and able to manage many simultaneous actions and requests.
• Extremely comfortable operating in a technical environment utilizing Microsoft based computer software.
• Goal-orientated with strong time management and organizational skills
• Exceptional interpersonal, strategic thinking, and data analysis skills
• Proven ability to communicate, present to, and influence key stakeholders at all levels of the organization.
• Account management and customer facing experience.
• Advanced problem-solving skills, verbal, and written communication skills

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Pay Range:

$90,263 - $157,959 Annually

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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