Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Manager leading onboarding and support for HVAC digital solutions. Driving customer relationships and operational performance across multiple sites.
Responsibilities
- Drive strategic, operational, and financial performance of a multi-site distribution network for the HVAC business units
- Lead a team of intermediate to experienced Digital Product Management professionals
- Responsible for onboarding channel customers to the digital connected product solutions
- Facilitate seamless onboarding and ensure customer satisfaction
- Address customer-reported issues and provide timely support
Requirements
- Bachelor’s Degree
- 5+ years of experience in a customer success role
- 5+ years working directly with dealers and/or distributors
- 2+ years of experience working with digital solutions
- An inherent understanding of the U.S. HVAC market
- Ability to build genuine rapport and trust with customers
- A nuanced understanding of customer feedback
Benefits
- Health Care benefits: Medical, Dental, Vision; wellness incentives
- Retirement benefits
- Paid vacation days, up to 15 days
- Paid sick days, up to 5 days
- Paid personal leave, up to 5 days
- Paid holidays, up to 13 days
- Birth and adoption leave
- Parental leave
- Family and medical leave
- Bereavement leave
- Jury duty
- Military leave
- Purchased vacation
- Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Health Savings Account
- Healthcare Spending Account
- Dependent Care Spending Account
- Tuition Assistance
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