{"id":3944795,"url":"https://alion.io/job/vertiv-customer-relationship-manager","title":"Customer Relationship Manager","company":{"id":58885,"name":"Vertiv","domain":"vertiv.com","url":"https://alion.io/company/vertiv","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":460,"ghost_share":0.004,"stale_share":0.863,"repost_share":0.009,"time_to_fill_p50_days":14,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Westerville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-11-02T19:42:57Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-08T18:43:57Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"JOB SUMMARY\nThe Customer Relationship Manager (CRM) is the point of contact operationally and administratively for each customer assigned. They function as customer advocate and interface with internal company departments to deliver service level agreement requirements. They develop and grow relationships with internal and external customers, becoming a trusted advisor to their assigned customers.\nRESPONSIBILITIES\nManage a select list of “Essential” or “Preferred” customer accounts. Develop and maintain Account Plans to achieve both long and short-term operational and administrative objectives within assigned accounts. \nPresent value-oriented, Quarterly Business Reviews with assigned customer accounts. Make periodic visits to assigned accounts to grow customer relationship and monitor service performance. \nDevelop and maintain schedules as required to support project loading, ensuring project flow and schedules meet the expectations of the customer and/or contract. \nCradle to grave follow through on resolution for all emergency service calls for assigned accounts.\nDriving and tracking T&M activity as required for noncontract related work. \nDevelop and grows relationships with sales, service, management, and other key internal partners essential to the support of assigned accounts.\nBe willing to lead by example - be accountable and dependable, maintain a positive attitude, inspire others to go the extra mile to take care of Customers (internal/external) and achieve Operational Key Results (OKR).\nDemonstrate the ability to remain calm and even-tempered during stressful situations. \nClose coordination with the Manager, Customer Relationship Services of any operational related issues. Present recovery plan(s) with multiple options that will allow the Manager, Customer Relationship Services to make informed decisions.\nHandle escalated scheduling issues within the assigned customer, including but not limited to sales inquiries and Field Service escalations. \nBe available after hours to assist with escalations to meet customer/contract SLA (Service Level Agreement). \nGenerate standard and custom reports to monitor workload. \nProactively identify schedule risks and present options to resolve critical potential issues to the local team and Manager, Customer Relationship Services.\nEnsure all billable work is being scheduled and executed and tickets are closed out in a timely basis.\nWhere practical, empower and direct the team to strategically schedule preventive maintenance visits to minimize/ cover costs for the company (take over Customer Engineer Scheduling or large account scheduling).\nEnsure accurate documentation of all scheduling correspondence in tickets.\nActively seek and participate in continuous improvements initiatives that impact customer care and coordination of work.\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee to perform this job. Duties, responsibilities, and activities may change at any time with or without notice.\nREQUIREMENTS\nMinimum Qualifications:\nBachelor’s degree in business administration OR High school education with 7-10 years same or similar work experience. \nMinimum of 5 years customer service and coordination of service activities.\nKnowledge of electrical distribution systems, critical space environments, service products, and clients is a plus.\nAbility to think and act strategically, utilizing account plans to set specific account objectives. \nAbility to work in a matrix management environment with minimal supervision.\nMust be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style. \nHigh-level competence in multitasking, time management, organization, critical and analytical thinking, problem solving, and the ability to influence others are required.\nAbility to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.\nAdapt quickly to changing priorities and customer needs.\nAbility to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.\nHigh degree of creative ability and independent judgment.\nMust be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes, people, and products.\nIntermediate/advanced proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.\nPOSITIONS ELIGIBILITY REQUIREMENTS \nWilling to work flexible hours, including before shift/after shift and weekends to support the business.\n10-20% Travel","description_format":"text","description_chars":4683,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Servers & Data Center Hardware","Power Supplies & Power Electronics","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-11-08T18:43:57Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 14 · green card filings: 1","filings_12m":14,"filings_prev_12m":9,"green_card_filings_12m":1,"median_offered_wage_usd":108500,"route":null,"cap_exempt":false,"checked_at":"2026-11-08T10:45:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: 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