Client Services Leader - Wilmington - OneTenCoalition

AtTrane TechnologiesTM and through our businesses includingTrane®andThermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.



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.

The Client Services Leader at Trane Commercial is responsible for leading and managing the client services team to drive best-in-class customer retention and customer experience. This role involves developing and maintaining strong client relationships, collaborating closely with service sales professionals, overseeing the service agreement base, and driving continuous improvement initiatives to enhance service quality and efficiency.

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:

Hybrid:

This position has been designated as a Hybrid work schedule with work performed onsite 3 days each week.



What you will do:

Client Relationship Management:
Develop and maintain strong, long-term relationships with key clients.
Serve as the primary point of contact for client inquiries, concerns, and escalations.
Understand client needs and expectations to tailor services accordingly.
Service Agreement Management:
Oversee the day-to-day operations of the client services team to ensure timely and effective service agreement renewals.
Monitor service agreement performance metrics and implement corrective actions as needed.
Coordinate with Account Managers and Service Operations to drive overall retention rates within the customer base.
Team Leadership:
Lead, mentor, and develop the client services team to achieve high performance and professional growth.
Conduct regular team meetings, performance reviews, and training sessions.
Foster a positive and collaborative team environment.
Continuous Improvement:
Identify opportunities for process improvements and implement best practices to enhance service quality and efficiency.
Stay updated on industry trends and emerging technologies to drive innovation in service delivery.
Implement and manage client feedback mechanisms to continuously improve the customer experience.
Database Management:
Develop and manage Salesforce/SCM, ensuring effective reporting tools and account segmentation.
Monitor the Salesforce pipeline/dashboard for accuracy and health checks of the service business.
Prepare and present regular reports on service performance and financial metrics to Sales management.

What you will bring:

Bachelor's degree or relevant job experience

Proven experience in a client services or customer service leadership role, preferably in the HVAC or related industry.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Ability to analyze data and metrics to drive decision-making.

Strong problem-solving skills and the ability to handle complex client issues.

Proficiency in using CRM software and other relevant tools.

Knowledge of HVAC systems and services is desirable.

Working Conditions:

This position may require occasional travel to client sites and other Trane Commercial locations.

The role may involve working outside of regular business hours to address urgent client needs.

Compensation:

Base Pay Range: $100,000-125,000

Total compensation for this role will include a commission/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.