Customer Success Strategy Director - Service Middle East

We are seeking a Customer Success Strategy Director - Service Middle East to join our team in London, United Kingdom! As Customer Success Strategy Director for Service in the Middle East, you will act as the owner of service growth in the region, managing strategic accounts and fostering robust customer relationships to drive revenue from customers, customer satisfaction, and long-term partnerships. This role extends beyond account management, focusing on service innovation and the strategic development of the partner and distribution network, ensuring Vertiv remains the trusted choice for critical services in a competitive market. What kind of work will you be doing? 1. Strategic Account Management & Customer Advocacy

• Single Point of Contact (SPOC): Be the trusted advisor for a portfolio of strategic accounts, ensuring service excellence and alignment with Account Implementation Plans.
• Account Development: Create and execute comprehensive Account Plans to drive retention, upselling, and long-term growth.
• Customer Engagement: Conduct value-driven Quarterly Business Reviews (QBRs) to assess service delivery, address pain points, and identify opportunities for growth.
• Advocacy: Act as the voice of the customer, collaborating with internal teams (Sales, Service, Logistics, etc.) to address challenges and deliver exceptional service.
2. Service Development & Growth
• Expand Service Share of Wallet:
+ Collaborate with partners and the distribution network to identify and capture opportunities for expanded service contracts, renewals, and upselling. + Introduce tailored solutions for Hyperscale and Colo accounts, aligning with unique customer challenges in the region
• Innovation: Lead initiatives to design and promote new service offerings that address emerging needs, enhancing Vertiv's portfolio in the region.
• Market Insights: Analyse industry trends and customer feedback to develop competitive service strategies.
• Strategic Partnerships: Identify and cultivate partnerships with distribution networks to strengthen market presence and service capabilities.
• Drive solutions that enable increased direct service activity by Vertiv in region delivery team's, Specific focal area's being liquid cooling and HD computing solutions
3. Operational Excellence & Service Delivery
• Safe Working Culture: Prioritise safety in all aspects of Vertiv and Partner engagement, leading to achievement of regional safety KPI's for Vertiv and Partner teams
• Efficiency Focus: Ensure the timely and effective resolution of emergency service calls, preventive maintenance (PM), and field change notices (FCN) for all assigned accounts.
• KPI Ownership: Monitor and manage key performance indicators, including Maintenance Response Satisfaction Index (MRSI), Net Promoter Score (NPS), and contract compliance metrics.
• Proactive Problem-Solving: Resolve complex billing issues and streamline processes to ensure seamless financial transactions, resulting in target financial KPI's being achieved.
• Service Quality: Drive initiatives that enhance customer satisfaction and operational efficiency.
4. Regional Growth & Strategy Development
• Market Positioning: Utilize regional expertise to strengthen Vertiv's presence in the Middle East, identifying opportunities for growth within both existing and new accounts.
• Leadership Collaboration: Partner with regional and EMEA leadership to align on strategic goals and execute initiatives that drive service revenue.
• Regional Projects: Support service expansion efforts, focusing on emerging technologies and innovative practices to deliver value-added services.
5. Continuous Improvement & Innovation
• Process Optimization: Contribute to refining internal workflows to improve service efficiency and customer satisfaction.
• Digital Transformation: Leverage digital tools and platforms to enhance service delivery, streamline operations, and provide real-time customer insights.
• Best Practices: Promote a culture of continuous improvement by sharing insights and adopting innovative methodologies., Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength
OUR BEHAVIORS
• 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
  
  Bachelor's degree in business, Engineering, or a related field (preferred).
• Minimum 5 years of experience in client-facing roles, ideally within a service or technical environment.
• Prior experience managing Hyperscale or Colo accounts is highly advantageous.
• Strategic Thinking: Ability to develop and execute account plans that deliver measurable business results.
• Analytical Expertise: Proficient in data analysis and using insights to drive decision-making.
• Service Development: Experience in designing and launching new service offerings within complex environments.
• Relationship Building: Exceptional interpersonal skills with a focus on empathy, active listening, and collaborative problem-solving.
• Familiarity with UPS, Power, HVAC, and Switchgear products and critical infrastructure environments.
• Understanding of purchasing and decision-making processes in large enterprises, particularly data centre organizations.
• Strong skills in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with CRM tools and customer account management platforms., No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
  
  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.