Vertiv
Customer Relationship Manager
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Customer Relations Manager (London Underground Account)
About the Role To proactively plan, organise, and manage the London Underground account, ensuring it meets and exceeds customer expectations, company quality standards, and agreed targets for profit.
As Customer Relations Manager, you will assume full responsibility for contract management for the London Underground contract.
You will require a comprehensive understanding of Critical Power infrastructure, ensuring operational excellence while maintaining a commanding commercial perspective. This role demands exceptional analytical skills – identifying trends, risks, and resolutions – to establish you as a credible, expert figure in the field, both among internal teams and external stakeholders.
Expected to lead and inspire a multidisciplinary team, you’ll uphold a strong grasp of service management principles, alongside top-tier relationship-building abilities.
Key Responsibilities: Customer Relations Management
- Ensure delivered client solutions meet pre-agreed Service Level Agreements (SLAs).
- Analyse service trends and implement improvement programs as necessary.
- Conduct regular contract review meetings with the client to review objectives, gather feedback, track follow-ups, and proactively manage service or solution changes.
- Manage client asset forecasting to align future infrastructure and service demands.
- Proactively monitor and report on remedial sales, contract revenue, and gross profit margin of the account.
- Achieve full expertise in contract documentation and relevant data management systems.
- Act as the primary escalation point for operational issues, while occasionally assisting in technical issue resolution, project management, or database maintenance.
Key Responsibilities: Service Remedial Sales
- Prepare and submit quotations for remedial work where necessary.
- Foster and sustain strong relationships with key client stakeholders to enhance customer satisfaction.
- Identify and develop sales revenue growth opportunities, leveraging the company’s reputation for quality and market-leading status.
Key Responsibilities: System Asset Maintenance & Job Closure
- Update the dedicated contract asset database to reflect accurate asset information based on reports.
- Fix the state of our contract assets, optimising their future revenue potential through detailed asset condition assessments.
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Key Responsibilities: Service Order Processing & Invoicing
- Ensure all order, quotation, and invoicing details are forwarded to Service Controllers for material ordering, engineer allocation, and customer coordination.
- Process timely invoice generation and maintain financial reporting for tracking and month-end analysis.
- Provide monthly forecasting and trend analysis.
Key Responsibilities: Quality, Health, Safety & Environmental (QHSE)
- Promote HSE adherence as a core priority across all business operations.
- Follow company HSE policies and assist in creating site-specific Method Statements and reviewing Risk Assessment and Method Statements (RAMS).
- Assess and mitigate health, safety, and environmental risks, ensuring compliance with relevant legislation.
- Vet and approve suppliers, contractors, and subcontractors per company standards.
- Enforce safe working practices and ensure appropriate prevention measures are implemented.
- Contribute to reducing adverse events, aiming for zero lost time incidents.
- Support in enhancing knowledge around management systems (e.g., health and safety, environmental regulations).
Key Responsibilities: Reporting
- Ensure attainment and tracking of Key Performance Indicators (KPIs), covering:
- Contract delivery
- Customer satisfaction
- Financial adherence to set budgets
- Engage in periodic reviews of performance reports, which may include:
- Maintenance program progress
- SLA delivery
- Remedial sales revenue & profit margin performance
- Provide updates to National Services Management (NSM) on sales and financial performance.
- Share contract status, asset management, and financial trending & forecasting information.
Future Objectives
- Develop a 3-year strategic plan for key accounts, aligning operational goals with financial objectives.
Daily & Weekly Stakeholder Interactions
- Customers
- Regional Operations Teams
- Senior Management
- Other Key Account Staff
- Technical Support Team
- Contract & Sales Team
- Subcontract & Supplier Vettors
Required Knowledge, Skills, & Abilities
- Extensive industry experience in Electrical/Electronic support, covering:
- Key Customer Relationship Management (CRM)
- Safety Procedures
- Account Provisioning
- Qualification preferred: HNC/HND in Electrical/Electronic engineering (or equivalent).
- Strong financial and IT expertise, including familiarity with analytical tools like Power BI or AI-driven platforms (e.g., Vega 3.0).
- Exceptional organisational and time-management skills.
- Fluent verbal and written communication in both professional and client-facing scenarios.
- Skilled in commercial negotiation and achieving mutually beneficial agreements.
- Experience in cross-departmental communication and handling high-pressure situations.
- Proven capability as a Team Leader, fostering a High-Performance Culture.
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The duties and responsibilities are intended to reflect the general nature of the role and do not represent an exhaustive list. Additional tasks may be assigned by the Department Manager.
Vertiv Values & Culture
Strategic Priorities
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
Expected Behaviours
- Own It: Accountability and ownership of goals.
- Act with Urgency: Balancing strategic goals with timely execution.
- Foster a Customer-First Mindset: Aligning decisions with customer success.
- Think Big and Execute: Driving progress while remaining practical.
- Lead by Example: Demonstrating desired behaviours to the team.
- Drive Continuous Improvement: Seeking ways to refine processes and outcomes.
- Learn and Seek Out Development: Advocating for growth opportunities.
At Vertiv, we empower organisations that power the future—whether enabling a simple daily routine or complex technologies, we design, manufacture, and service the solutions keeping the world connected.
Our commitment to diversity, inclusion, and equal opportunities ensures every employee is valued, respected, and has a platform to contribute. We thrive on fostering an environment free of discrimination based on age, race, religion, sexual orientation, disability, or any other Protected Characteristic as defined by law.
For more information or to apply, visit Vertiv.com/Careers. If you encounter accessibility barriers in applying, kindly contact help.join@vertivco.com for assistance.
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