Customer Relationship Manager

To proactively plan, organize and manage the London Underground account to meet & exceed our customers’ requirements, company quality standards, and achieve agreed targets and levels of profit.

As Customer Relations Manager you will be responsible for all aspects of contract management for the London Underground contract. 

With your good understanding of the Critical Power infrastructure, as a Customer Relationship Manager you must be commercially astute, with the ability to understand how our clients’ business works. 

Analytical, with the ability to identify trends, risks and resolutions; you will be confident, credible and be recognized as an expert in the field by clients, partners and suppliers. 
You must be able to lead and generate respect and motivation, within a multi-disciplined team, and have a sound theoretical and practical understanding of Service Management principles, along with first class relationship building skills.

Duties & Responsibilities

Customer Relations Management

1. Manage the client solutions to pre-agreed levels of service.
2. Analyse service level trends and implement service improvement programs where necessary.
3. Engage in regular contract review meetings with the client to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change.
4. Take a proactive approach to client asset management, servicing the clients’ future requirements in the technical infrastructure and service demand.
5. Pro-actively manage and report on remedial sales, contract revenue and the gross profit margin of the account.
6. Be fully conversant with each contract & any data entry systems.
7. To aid with the resolution of Technical issues when necessary.
8. To provide Project Management when necessary.
9. When necessary to update any dedicated contract Asset database.
10.  Act as a point of escalation for your contract operational issues escalated to yourself.
11.  Ensure that any activity, task and responsibility required by role in terms of the International Trade Compliance Regulation is managed and performed in full compliance with the Company ITC certification program itself.
12. Use internal systems such as Power BI, Vega 3.0 (AI tool), customer portal etc to drive operation excellence.

Service remedial sales

1. As necessary to prepare and submit quotations for remedial works. 
2. Liaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, client organization
3. You will play a key role in our attempts to grow and develop all service revenues throughout the UK operation.
4. Utilising this organisations excellent reputation for providing quality products and their ‘brand leading’ status as a platform, you will foster key relationships with our customers, look to develop new revenue streams and increase market share.

System Asset Maintenance & Job closure

1. The aim of asset management is to gain a clear picture of our contract asset condition and in doing so our future remedial sales opportunities.
2. On receipt of the FSE’s reports it will be your responsibility to update the system with the correct asset information when necessary.

Service Order processing and invoicing

1. You will ensure that all information relevant to any customers order and your associated quotation are passed to the Service Controller for material ordering, engineer allocation and customer contact.
2. In a timely fashion you will ensure that invoicing of each completed order is undertaken and the financial stats logged and reported upon.
3. You will provide monthly forecasting & trending.

QHSE

1. Drive HSE as the main focal point in everything that we do at Vertiv. 
2. To adhere to the company HSE policy.
3. To assist with the compilation of site/activity specific Method Statements and review any RAMS issued.
4. Assess and control all risk (health, safety and environmental) identified for all standard activities and premises. Identify and comply with all relevant legislation.
5. Ensure all our suppliers, contractors and subcontractors are vetted, approved and appropriate for use.
6. Ensure safe working practices with appropriate procedures, prevention measures & precautions are in place.
7. To assist with the reduction of adverse events; incurring no lost time events or high severity events.
8. To increase awareness of the management system and elements of operation. E.g. health and safety and environmental management.

Reporting

1. To ensure the delivery of KPI’s, including Contract delivery, customer satisfaction and financial delivery within set budgets.
2. All KPI’s and reports will be discussed and agreed with yourself. Examples of areas to be reported upon are, Maintenance program to date, delivery of SLA’s, Remedials sales revenue & margin, etc
3. Provide NSM with feedback on both Sales and Financial performance.
4. Provide NSM with statistics on Contract status, Asset management and forecasting/trending.

Future Objectives

1.    Develop a 3-Year Plan for your Key Accounts to accomplish the primary purpose of the job and its financial objectives.

Daily/weekly interactions with various stakeholders:

Customers, Regional Operations teams, Senior Management, Other Key Accounts staff, Technical Support staff, Service Contract Sales, Product Sales, Sub contract Service Providers & Suppliers.

Knowledge, Skills and Abilities:

1. Experience in the Electrical / Electronic support industry in a range of positions to give a high level of knowledge of, Key Account provisioning, Customer management and Safety Procedures.
2. Ideally HNC / HND in Electrical / Electronic engineering or equivalent – not mandatory. Alternatively have strong customer relationship background/experience. 
3. Strong financial management & IT skills.
4. Excellent organisational and time management skills.
5. Excellent written and verbal communications.
6. Commercially astute with good negotiation skills.
7. Ability to successfully interface with various departments and personnel in potentially stressful situations.
8. Proven Team Leader with ability to inspire High Performance Culture. 

The above duties and responsibilities are intended to describe the general nature and requirements of the position, and are not intended to be an exhaustive list. In order to achieve business objectives, other duties may be included at the discretion of the department manager.

OUR STRATEGIC PRIORITIES

• Customer focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected.  With $5 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people. 

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

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