Job Description
As a Global Strategic Account Execution Manager at Vertiv, you will play a pivotal role in enhancing our customer engagement and ensuring the successful execution of projects and programs for a specific key account. This dynamic and customer-facing position demands exceptional leadership, communication, team building skills and project management skills, as well as an overall understanding of our products and services. You will have end-to-end responsibility for managing most aspects of the account, from product delivery to post-sales support, and you will serve as the single point of contact, globally, across all end-to-end support functions – technical development, R&D, operations, customer service, product delivery, on-site project management, and post sales service and support. This role will be a key partner to the GSA Account Director and will act as a global customer advocate managing execution and engagement to ensure a seamless global customer experience.
RESPONSIBILITIES
Client Engagement Management:
- Build and maintain strong relationships with the key client stakeholders.
- Act as the primary point of contact for the client along with GSA Account Director, ensuring effective communication and understanding of their needs and expectations.
- Collaborate with the sales account manager to align on customer expectations and drive successful execution.
- Coordinate and manage early-stage customer technical engagement by getting technical sales involved to drive clarity on scope, engagement, deliverables, and expectations.
Project and Program Management:
- Lead end-to-end project and program management activities, including planning, execution, monitoring, and delivery.
- Oversee product delivery, site deployments, and technical development engagements, ensuring they meet quality, scope, and timeline requirements.
- Manage all aspects of customer engagement, including program strategy, milestones, and deliverables.
- Monitor the financial performance of projects and work with offering management if pricing needs to be adjusted.
- Manage the scope, budget, and deadline with project managers to ensure we are meeting the expectations of our customers on their projects.
Team Leadership and Collaboration:
- Leads team of direct reports in setting and achieving objectives in line with corporate values and goals.
- Act as an umbrella program manager, coordinating with various program and project management functions within the company (e.g., customer service, on-site service project management, factory, quality, issue resolution and operations program management) to streamline the customer interface and ensure a cohesive approach.
- Provide leadership and guidance to cross-functional teams involved in the client's projects and programs.
- Coordinate and lead across various internal support functions (managing with and executing through) throughout the product and project lifecycle.
Risk Management:
- Identify potential risks and proactively implement mitigation strategies to ensure project and program success.
- Monitor project progress and address issues promptly to minimize disruptions.
- Assemble cross functional teams to address issues (quality, safety, manufacturing etc…) to ensure program or project issues are resolved in a timely manner.
Post-Sales Support:
- Oversee post-sales service and support activities, ensuring customer satisfaction and addressing any issues or concerns promptly.
- Act as liaison and escalation point for Service business and CSMs for the Account
- Continuously seek opportunities to enhance the client's experience and value from our products and services.
MINIMUM QUALIFICATIONS
- 8-10 years’ experience in program and project management, preferably in a customer-facing role.
- Strong leadership skills with the ability to lead and motivate cross-functional teams.
- Prior experience directly managing and developing a team.
- Exceptional communication and interpersonal skills to effectively engage with clients and internal stakeholders.
- Strategic thinking and problem-solving abilities.
- Proficiency in project management tools and methodologies.
- Excellent organizational skills and attention to detail.
- Ability to thrive in a fast-paced, dynamic environment.
- Prior experience in Data Center industry and knowledge of Power and Thermal products.
EDUCATION AND CERTIFICATIONS
- Bachelor's degree in engineering, operations, or a related technical field required.
- MBA preferred.
PHYSICAL REQUIREMENTS
- No Special Physical Requirements
ENVIRONMENTAL DEMANDS
- Standard office environment
- Working in office full time is required.
TRAVEL TIME REQUIRED
