Digital Customer Success Manager

At Trane Technologies we Challenge Possible.  Our brands – including Trane® and Thermo King®– create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind.  We boldly challenge what’s possible for a sustainable world. 

What’s in it for you:  

Be a part of our mission!  As a world leader in creating comfortable, sustainable, and efficient environments, it’s our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what’s possible for a sustainable world. 

Thrive at work and at home:  

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!   
• Family building benefits include fertility coverage and adoption/surrogacy assistance.   
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.    
• Paid time off, including in support of volunteer and parental leave needs.      
• Educational and training opportunities through company programs along with tuition assistance and student debt support.    
• Learn more about our benefits here!  

Where is the work:

Position can be located in any major hub of the continental U.S.

The Thermo King Refrigerated Transport business has a great opportunity in their Digital business for Customer Success Manager. The Digital Customer Success Manager will be responsible for building and maintaining strong relationships with dealers and customers ensuring they fully utilize Thermo King’s digital offerings. They will work with the Thermo King dealer body to identify customer needs and drive long term business value through renewals and upselling opportunities. The Digital Customer Success Manager will act as the primary point of contact with key accounts guiding them through onboarding, usage, and ongoing support while advocating for their needs with the organization.

What you will do:   

• Customer Relationship Building: Develop deep relationships with assigned dealers and customers, understanding their business needs and goals to tailor solutions accordingly. 
• Onboarding and Training: Guide new key customers through the initial setup and product usage, providing comprehensive training and support. 
• Proactive Engagement: Regularly check-in with customers to monitor their product usage, identify potential issues, and offer proactive guidance to prevent problems. 
• Customer Success Metrics: Track key performance indicators (KPIs) like customer retention rate, Net Promoter Score (NPS), and product usage to measure success and identify areas for improvement. 
• Customer Feedback Collection: Gather feedback from customers to inform product development, service improvements, and overall customer experience. 
• Issue Resolution: Collaborate with internal teams to address customer concerns and resolve technical issues promptly. 
• Renewal and Upselling: Identify opportunities to renew contracts and upsell additional features or services based on customer needs. 
• Customer Advocacy: Act as the voice of the customer within the company, communicating feedback to relevant teams to enhance the product and service offering

What you will bring: 

• Strong Communication Skills: Excellent ability to listen actively, clearly explain complex concepts, and build rapport with clients. 
• Relationship Management: Proven track record of establishing and maintaining strong customer relationships. 
• Analytical Skills: Ability to analyze customer data and usage patterns to identify trends and opportunities. 
• Problem-Solving: Excellent troubleshooting skills to effectively address customer challenges and concerns. 
• Customer-Centric Approach: A genuine focus on customer success and satisfaction.
• Ability to travel 30%-40%

Compensation:

Base Pay Range: $ 77,500-$120,000

Total compensation for this role will include an AIM incentive plan. Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

Equal Employment Opportunity:

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status. 

Salary : $77,500 - $120,000