Key Account Program Manager

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.

Carrier Commercial Service has an opening for an experienced Key Account Program Manager on our North America Key Account Service Operations team. This is an onsite role based in Charlotte, NC.

The Key Account Program Manager owns service coordination, execution and communications for their portfolio of key, multi-site customers and is responsible for providing regular account health communications, both internally and externally. The Key Account Program Manager provides a single point of contact to clients for the resolution of operational issues, and performs 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. We are looking for someone who also possesses strong communication, organization and analytic skills.

• Partner with Key Account sellers to 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 and 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 & positive cash flow and implement methods to accelerate payments
• Work with service field branch organization and customers to drive pull-through sales and margin on account to exceed targets. Develop innovative sales solutions to meet customer needs
• Support Key Account Sales in strengthening customer relationships and estimating costs of service delivery for RFPs

• Bachelor's degree in Business Management or Engineering
• 5+ years’ experience in service account management in a commercial building technologies environment

• Project management and organization skills
• Ability to manage multiple priorities
• Professional communication skills – verbal, written and presentation
• Able to organize and analyze data
• Proven experience in management and leading through influence
• Experience in a field service environment
• Working knowledge and understanding of commercial HVAC systems preferred
• Proficiency with office applications such as MS Word, Excel, PowerPoint, Outlook
• Ability to navigate , Service Max, ERP, and other business applications
• Travel 25% to 40% may be required within the United States and Canada