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Lennox Manager, Customer Success in Richardson, Texas

Company Overview

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.

Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers.

We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia.

Job Description

As a Customer Success Manager, you will actively manage senior-level relationships with our customers (dealers) and gain deep understanding of their needs and employees, including comfort advisors and install and service technicians. This role will empower you to make decisions that prioritize customer needs for development of digital applications that impact the dealers’ experience with selling, installing, and servicing HVAC equipment to help develop and maintain the digital roadmap. You will work closely with the Field Sales and Customer Service team to help increase engagement and adoption of LennoxPros (e-Commerce) and digital applications and tools. Ultimately, this role will focus on driving customer loyalty and dealer business growth through development and adoption of digital solutions that enhance the dealer experience.

This is a great career advancement opportunity for sales professionals who want to gain marketable and transferrable skills in digital experience and product management. Future career advancement opportunities include senior positions within the Lennox Residential Digital Organization and Field Sales leadership roles.

Responsibilities include, but are not limited to:

  • Build customer relationships, embed themselves in the day of the life of a Dealer (GM / President) to understand the dealer journey and their needs

  • Provides insights to help prioritize development of critical customer needs to improve selling, installation, and servicing experiences for dealers and their employees (comfort advisors, install and service technicians)

  • Analyzes user engagement data, identify actionable insights, and report regularly on KPI’s

  • Demonstrates strong proficiency and ability to collect actionable voice of customers and provide insights to cross-functional teams

  • Lead conversations with customer to determine how to best align their company goals with their usage of LennoxPros and digital applications to realize the most value possible

  • Work with a mindset of agility, customer-centricity, and innovation, influencing the organization to look at solutions horizontally across products, software, and services

  • Coach customers on best practices

  • Discover areas for improvement in the customer experience, both in our products (to include digital applications) and processes

  • Mentor and serve as a resource to new hires

  • Assists in setting strategic direction for Customer Success initiatives

  • Work very closely with Field Sales and Customer Service support to drive engagement of e-Commerce and digital application and tools

Qualifications

  • Requires bachelor’s degree or an equivalent combination of education and experience in Business, Marketing, or related field

  • 5+ years of relevant customer-facing experience, managing multiple accounts with a proven track record of success

  • Self-starter that thrives in entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work with well others

  • Excellent problem-solver, quick thinking, and adaptive

  • Excellent in developing and maintaining interpersonal relationships, both with customers and cross functional experiences

  • Team player with strong communication and organizational skills

  • Be available on travel for on-site visits for customer engagements (25%)

  • HVAC Territory Manager, or former HVAC Dealer, or prior Software/e-Commerce solutions Sales Experience, preferred

Job Locations US-TX-Richardson

Requisition # 2021-26815

Category Sales Support

Shift / Hours Regular

Lennox International is an Equal Opportunity Employer and supports a diverse, inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, transgender status, sexual orientation, national origin, genetics, disability, age, or veteran status.

Applicants with Disabilities

If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at Recruitment@Lennoxintl.com

E-Verify Participation

For jobs located within the United States, LII participates in the Electronic Employment Verification Program known as E-Verify.

Please visit the E-Verify website for more information on this program.

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