Customer Relationship Manager in Southampton

To proactively plan, organize and manage the London Underground account to meet and 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, 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 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.

• Manage the client solutions to pre-agreed levels of service.
• Analyse service level trends and implement service improvement programs where necessary.
• Engage in regular contract review meetings with the client to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change.
• Take a proactive approach to client asset management, servicing the clients’ future requirements in the technical infrastructure and service demand.
• Pro-actively manage and report on remedial sales, contract revenue and the gross profit margin of the account.
• Be fully conversant with each contract and any data entry systems.
• Assist with the resolution of Technical issues when necessary.
• Provide Project Management when necessary.
• Update any dedicated contract Asset database when necessary.
• Act as a point of escalation for your contract operational issues escalated to yourself.
• Ensure compliance with the International Trade Compliance Regulation.
• Use internal systems such as Power BI, Vega 3.0 (AI tool), customer portal etc to drive operational excellence.

• Prepare and submit quotations for remedial works as necessary.
• Liaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, client organization.
• Play a key role in growing and developing all service revenues throughout the UK operation.
• Foster key relationships with our customers, look to develop new revenue streams and increase market share.

• Gain a clear picture of our contract asset condition and future remedial sales opportunities.
• Update the system with the correct asset information upon receipt of the FSE’s reports when necessary.

• Ensure that all information relevant to any customers order and associated quotation are passed to the Service Controller for material ordering, engineer allocation and customer contact.
• Ensure timely invoicing of each completed order and log financial stats.
• Provide monthly forecasting and trending.

• Drive HSE as the main focal point in everything that we do.
• Adhere to the company HSE policy.
• Assist with the compilation of site/activity specific Method Statements and review any RAMS issued.
• Assess and control all risk (health, safety and environmental) identified for all standard activities and premises.
• Identify and comply with all relevant legislation.
• Ensure all suppliers, contractors and subcontractors are vetted, approved and appropriate for use.
• Ensure safe working practices with appropriate procedures, prevention measures and precautions are in place.
• Assist with the reduction of adverse events; incurring no lost time events or high severity events.
• Increase awareness of the management system and elements of operation.

• Ensure the delivery of KPI’s, including Contract delivery, customer satisfaction and financial delivery within set budgets.
• Discuss and agree all KPI’s and reports with yourself.
• Provide feedback on both Sales and Financial performance.
• Provide statistics on Contract status, Asset management and forecasting/trending.

• Develop a 3-Year Plan for your Key Accounts to accomplish the primary purpose of the job and its financial objectives.
• Engage in daily/weekly interactions with various stakeholders: Customers, Regional Operations teams, Senior Management, Other Key Accounts staff, Technical Support staff, Service Contract Sales, Product Sales, Subcontract Service Providers & Suppliers.

• 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.
• Ideally HNC / HND in Electrical / Electronic engineering or equivalent – not mandatory.
• Strong customer relationship background/experience.
• Strong financial management and IT skills.
• Excellent organisational and time management skills.
• Excellent written and verbal communications.
• Commercially astute with good negotiation skills.
• Ability to successfully interface with various departments and personnel in potentially stressful situations.
• 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.

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

• 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, marital status, sexual orientation, gender identity / expression, genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.