POSITION SUMMARY
The Manager, Customer Relationship Management is responsible for leading and developing a team of Customer Relationship Managers (CRMs) to deliver exceptional service experiences to Vertiv’s strategic customers. This role ensures consistent customer engagement, proactive account support, and effective coordination between internal teams to drive customer satisfaction, contract renewals, and long-term loyalty. The CRM Manager acts as a key point of escalation, process owner, and performance driver for all CRM activities.
DUTIES & RESPONSIBILITIES
Team Leadership & Development
* Lead, mentor, and develop a team of Customer Relationship Managers supporting key accounts.
* Establish clear performance expectations, KPIs, and development plans.
* Conduct regular coaching sessions, performance reviews, and skills training.
* Foster a culture focused on customer advocacy, accountability, and continuous improvement.
Customer Engagement & Relationship Management
* Oversee the team’s execution of customer engagement strategies, ensuring timely communication, issue resolution, and proactive account management.
* Serve as an escalation point for complex customer concerns, ensuring appropriate internal coordination and resolution.
* Ensure CRMs maintain deep understanding of customer operations, service needs, and business priorities.
Operational Excellence & Process Improvement
* Standardize CRM processes, tools, and best practices across the team.
* Monitor service performance metrics, customer satisfaction data, and operational trends; implement corrective actions as needed.
* Partner with service delivery, operations, sales, and support teams to streamline workflows and enhance the customer experience.
Business & Account Support
* Support strategic account planning by providing insights into customer health, service history, and growth opportunities.
* Collaborate with Sales and Service teams to drive contract renewals, service adoption, and customer retention strategies.
* Ensure compliance with Vertiv policies, contract terms, and service-level agreements.
Reporting & Communication
* Provide regular reporting on customer satisfaction, team performance, service risks, and operational metrics.
* Communicate changes in policies, procedures, or offerings to the CRM team and ensure consistent execution.
Interactions: All internal departments within Vertiv and external suppliers and customers
Travel Requirements: 20% - Supporting teams located around the UK and visiting warehouses for operational and management needs
Qualifications
Required
* 5+ years of experience in customer relationship management, account management, or service operations.
* 2+ years of experience leading or supervising a customer-facing team.
* Strong understanding of service delivery processes, preferably within critical infrastructure, data center, or industrial service environments.
* Demonstrated ability to resolve complex customer issues and lead cross-functional coordination.
Preferred
* Experience in the data center, power, thermal management, or critical infrastructure industry.
* Familiarity with ERP/CRM systems (Oracle, ServiceNow, etc.).
* Lean/continuous improvement or project management experience.
Key Skills & Competencies
* Exceptional leadership and coaching abilities
* Strong customer orientation and communication skills
* Analytical thinking and problem-solving
* Ability to manage competing priorities in a fast-paced environment
* Relationship-building across internal and external stakeholders
* Process-minded, with attention to detail and consistency
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
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