Key Account Program Manager

Country: United States of America Location: CAN05: CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USA Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security.
We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends.
This is why we come to work every day.
Join us and we can make a difference together.
About This Role Carrier Commercial Service has an opening for an experienced Key Account Program Manager on our North America Key Account Service Operations team.
The Key Account Program Manager owns service coordination, execution and communications for their portfolio of key, multi-site customers.
They are responsible for providing regular account health communications, both internally and externally.
The ideal candidate will provide a single point of contact to clients for resolution of operational issues, and perform periodic program reviews, making recommendations for improvement and marshalling the implementation of those recommendations.
The ideal candidate should have prior project management and customer relationship management experience and a strong understanding of the commercial HVAC service business, including but not limited to field operations, building operations and safety.
They will also possess strong communication, organization and analytic skills.
Key Responsibilities: Partner with Key Account sellers to thoroughly understand customer requirements of assigned portfolio of large, complex, multi-site contracts, including contractual obligations, customer operating processes, and use of third-party platforms.
Develop, own and manage the execution of customized delivery plans for the field organization to meet requirements of assigned customer contract portfolio, deliver a high level of customer satisfaction, and deliver planned profitability.
Effectively and regularly communicate customer requirements to the service field branch organization and support the branch organization in meeting those requirements.
Drive execution by branch organization to ensure all customer requirements are met.
Drive change management where required.
Deploy and track KPI’s to measure and improve performance for all customers in assigned portfolio.
Communicate Carrier performance, internally and to assigned customers.
Identify improvement opportunities, develop and implement improvement action plans.
Partner with supporting coordinator to ensure maintenance visits, service calls and other customer requirements/requests are handled timely per SLA, that services are billed timely and accurately, and manage accounts receivable balances to ensure timely payment and positive cash flow.
Implement methods to accelerate payments.
Support Key Account Sales in strengthening customer relationships and estimating costs of service delivery for RFPs.
Required Qualifications: High School Diploma or GED and 6+ years’ of Service Account Management in a Commercial Building Technologies Environment OR a Bachelor’s degree and 2+ years’ experience of Service Account Management in a Commercial building technologies environment Travel up to 40% within US and Canada Preferred Qualifications: Strong project management and organization skills Ability to manage multiple priorities Strong, professional communication skills – verbal, written and presentation Ability to organize and analyze data Successful experience management and leading through influence Experience working in a field service environment strongly preferred Working knowledge and understanding of commercial HVAC systems preferred Proficiency with common office applications such as MS Word, Excel, Power Point, Outlook and ability to navigate SalesForce.
com, ServiceMax, ERP, and other business applications #LI-Hybrid #LI-On-site #remote RSRCAR Carrier is An Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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