Key Strategic Account Lead

Job Overview

The Key Strategic Account Quality Leader role involves managing and enhancing relationships with Vertiv's most critical clients to ensure their satisfaction and sustained success. This position also entails overseeing the performance of Vertiv's offerings at client locations and facilitating resolution of complex issues to optimize client value and promote revenue growth.

Primary Responsibilities

• Oversee daily matters related to projects within key strategic accounts and track these via the non-conformance tool.
• Ensure prompt resolution of identified bugs each day.
• Carry out thorough root cause analyses (RCA) on issues discovered in key strategic account projects utilizing the 8D methodology.
• Provide daily quality performance reports for these projects.
• Support quality managers at plants in implementing RCA using 8D methodology for key projects.
• Coordinate internal Vertiv resources effectively to address and resolve issues impacting top strategic accounts.
• Identify underlying causes of issues and lead ongoing improvement initiatives in collaboration with the global quality business unit team.
• Participate actively in investigations of critical escalations alongside technical support and engineering.
• Collaborate with customer experience and service teams to analyze failure modes related to startup, commissioning, and transportation, defining containment and improvement actions accordingly.
• Guarantee that data entered into the complaint management tool is accurate and truly represents circumstances.
• Lead problem root cause identification and development and execution of corrective and preventive measures.
• Review failure reports and suggest corrective actions addressing concerns affecting key strategic accounts.
• Maintain a dynamic relationship with plant quality teams focused on smooth transition from product releases to manufacturing quality support, representing key account interests.
• Work closely with Engineering, Service, Manufacturing, and Product Management to enhance product and service quality.
• Engage with Supplier Quality teams as needed to ensure quality standards.

Required Qualifications and Skills

• Bachelor's degree in Engineering or a related discipline, or an equivalent of four years' experience in quality assurance combining education and work.
• Proficiency in word processing, relational databases, data analysis tools, spreadsheets, planning tools, and desktop publishing software.
• Strong knowledge and experience with various data analysis and problem-solving methodologies.
• Excellent interpersonal and communication skills capable of delivering presentations to diverse audiences within the organization.
• Familiarity with quality standards and business frameworks such as ISO 9000.

Other Details

• Approximately 15-20% travel is expected for this role.
• The employer promotes equal opportunity employment, prohibiting discrimination on many bases including age, race, gender identity, disability, and more.
• Only candidates authorized to work in the United States without sponsorship are eligible; individuals requiring current or future sponsorship cannot be hired.