Customer Success Manager

Responsibilities

• Coordinate the scheduling and execution of service activities in accordance with Service Level Agreements (SLAs) and client timelines.
• Ensure follow-up on preventive maintenance, emergency interventions, and root cause analysis reports.
• Develop and strengthen relationships with strategic clients, acting as the primary escalation point for critical demands.
• Conduct monthly and quarterly business reviews (MBR/QBR) to present KPIs, maintenance status, billing, and operational risks.
• Partner with Sales, Logistics, Finance, and Operations to ensure smooth contract execution and information flow.
• Review and coordinate project and contract documentation to ensure technical compliance and accuracy.
• Identify opportunities for contract expansion, service renewals, and revenue growth within the existing client base.

Requirements

• Bachelor's degree in Business Administration, Engineering, IT, Computer Science, Finance, or a related field.
• Proven experience in service contract management and strategic client service.
• Experience in project coordination and managing multiple simultaneous demands.
• Strong knowledge of KPI management and service contract monitoring.
• Proficiency in English (intermediate to advanced) and Spanish (intermediate to advanced).
• Availability for national and international travel.

Preferred Qualifications

• Experience in critical infrastructure, data centers, energy, or telecommunications environments.
• Experience managing relationships with large-scale corporate clients.
• Knowledge of continuous improvement methodologies and operational excellence.
• Post-graduate studies in Project Management, Business Administration, or Operations.
• Certifications in Project Management (PMP), Service Management (ITIL), or Data Center operations.

About the Company

Vertiv is a global leader in providing critical digital infrastructure and continuity solutions. We help businesses build and manage resilient environments for their most important technology, including data centers, communication networks, and industrial facilities.