Eaton’s Critical Power & Digital Infrastructure (CPDI) is currently seeking a Customer Success Manager to join our team. No relocation is being offered for this role. Candidates must reside within 50-mile radius of our Raleigh, NC or Arden, NC location. This position is responsible for providing customer support and expertise to support software solutions identified as critical to the success of the Corporation. The position will support technical inquires, track customer issues to resolution, and provide project management support for the installation, activation, and customer onboarding for the division’s software-as-a-service offering. In addition, the position will support associated software, connectivity, and monitoring portfolios. The position will work closely with the division’s field service, engineering, product line, and customer support teams and may require customer site visits to resolve customer issues and after hour support when necessary. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. In this function you will: Coordinate and provide technical support for Eaton’s software-as-a-service portfolio including, but not limited to, PredictPulse, IPM, VPM, VMWare integration, and building management integrations that use communication protocols such as Modbus and Bacnet. Provide onsite assistance as applicable Troubleshoot IT network and connectivity issues with Eaton customers that may include, but not limited to, Ethernet issues, IT network configuration settings, e-mail relay settings, and IT switch & router setting Capture, report, and track to closure customer issues and report out on project issue status Serve as primary Eaton contact for major escalated customer issues. Support resolution of field and site issues that may arise. Manage customer issues that may involve coordination and collaboration with the customer, sales channel, management, field service, customer support, or engineering Develop and maintain the support and execution process including the ease of enrollment for Eaton customers that have purchased Power Quality’s Software-as-a-Service products Develop overall project schedules, including coordination and execution with customers, field service operations, and customer support. Ensure project deliverables are met and service is scheduled on time and per customer specifications Organize, monitor, and drive team activities to deliver project objectives including, but not limited to, critical path scheduling, quality, and performance. Monitor project status and regularly communicate status, risks, and project updates to key stakeholders Drive compliance with project records and folders including proper maintenance of all documentation Document calls received via the department’s AVAYA phone system by leveraging Oracle and Solutions Incident Tracking system and update remote monitoring applications, knowledge database, SharePoint, and other data repositories. Follow escalation procedures when applicable Maintain methodology for remote monitoring subscribing customers by utilizing the customer MOP (Method of Procedures) for onboarding, notifications, and meeting monitoring expectations via established service level agreements. Work with field operations and customers on startup and configurations of the division’s Service-as-a-Software portfolio Maintain information for creating, updating, and closing out service requests utilizing the division’s ERP system (Oracle Services) Foster an environment that promotes Eaton’s goals, philosophies, and encourages continuous improvement Promote and champion Eaton Business System, Eaton Lean System, and Eaton Quality System for the team When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. Qualifications Basic Qualifications: Bachelor’s degree from an accredited educational institution required Minimum of 2 years of proven experience managing / commissioning projects involving multiple products, equipment, and disciplines at end-user facilities Minimum of 2 years of software/connectivity support experience No relocation is being offered for this role. All candidates considered must live within 50 miles of the following Eaton location: Raleigh, NC or Arden, NC Candidates must be legally authorized to work in the United States without out company sponsorship, now or in the future. Preferred Qualifications: Experience with Uninterruptable Power Supplies Systems and/or power electronic products Project Management Certification or Training Ability to capture network frames from a network analyzer tool and analyze the problem (Wireshark, Fluke, Scopes, Cable Tester, etc.) Understanding of network concepts and troubleshooting techniques (Domain, LDAP/Active Directory, SMTP Server, NMS/BMS, Routers, Switches, Firewalls, etc.) Data storage system knowledge Six Sigma Certification Position Criteria: Experience with Microsoft Project or an equivalent project management tool Ability to identify project risk, develop risk mitigation plans and then implement plans Must be a self-starter that can independently drive projects forward to success Experience working in a cross-functional team development environment Strong customer focus & commitment to providing world class customer support Excellent verbal and written communication skills Advanced Software, Connectivity, Monitoring knowledge Training and/or experience in IT network configuration & troubleshooting, computer networking, and network communication protocols such as Ethernet, Bacnet, Modbus Strong technical, organizational, and interpersonal skills Ability to multi-task within different software/hardware environments Ability to work with a sense of urgency Ability to comply with on-call status and shift work We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site. As a contractor with the Federal government, Eaton is subject to the Executive Order mandating COVID-19 vaccination. As permitted by applicable law, the candidate(s) hired under this posting must provide evidence of full vaccination as defined by CDC guidelines, or request a medical, pregnancy or religious accommodation exempting them from the requirement. Vaccination status will not be verified until after an offer of employment is provided, and candidates may also request a medical, pregnancy or religious accommodation at that time. Eaton also considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: AccommodationsForApplying@Eaton.com #LI-CM1 What you will get from us Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees. We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Job: Sales Region: North America – US/Puerto Rico Organization: CPDI CPS Critical Power Solutions Division Job Level: Individual Contributor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No Does this position offer relocation?: No Travel: Yes, 10 % of the Time