Associate Director - Strategic Client Solutions

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About This Role

We are seeking a dynamic, experienced and proactive Associate Director - Strategic Client Solutionsto join the North American Light Commercial Solutions team to lead and coordinate all aspects of customer engagement after the sales process is complete. This critical role serves as the primary point of contact for managing enterprise-level customer programs that span multiple internal business units. You will ensure seamless execution, alignment of internal teams, and consistent delivery of value to our customers throughout the lifecycle of their engagement. The ideal candidate will have strong leadership abilities, a passion for customer interaction, excellent communication skills, and a proven track record in leading large scale, cross-functional teams or programs. This is an onsite position available in our West Palm Beach, Charlotte, Syracuse, and Indianapolis locations (West Palm Beach is preferred).

Job Description

• Lead post-sale onboarding process and establish program governance in collaboration with internal stakeholders
• Define customer success metrics, timelines, and deliveries.
• Oversee the execution of customer programs involving cross-functional teams.
• Manage and track progress against milestones, deliverables and SLAs.
• Ensure customer expectations are consistently met or exceeded.
• Act as the primary liaison between the customer and internal departments
• Facilitate regular check-ins, program reviews, and executive business reviews with key stakeholders
• Provide strategic guidance and support to cross-functional teams, fostering a culture of accountability, transparency, and continuous improvement.
• Proactively identify and mitigate risks and blockers to program success
• Coordinate resolution of customer concerns across business units and escalate as needed.
• Partner with sales in developing strong, lasting customer relationships and identify new opportunities and partnerships to expand share of wallet with existing customers.
• Provide timely, transparent updates to internal and external stakeholders
• Develop and present program dashboards, reports, and insights on performance and outcomes.
• Identify and lead improvements to processes and tools that enhance team efficiency, enable customer success, support new business models, and drive change management initiatives aligned with organizational transformation and growth.
  
  

Required Qualifications

• Bachelor’s degree
• 5+ years’ experience in direct or indirect leadership roles
• 2+ years experience in a customer facing role
• Ability to travel up to 30% (mostly domestic travel with some Mexico or Canada as needed)
  
  

Preferred Qualifications

• Master’s degree or other advanced degree
• Experience in the HVAC industry
• Leadership experience in operations, sales, aftermarket, strategy, or general management
• Demonstrated technical aptitude and/or learning agility
• Passion for serving customers. Ability to listen to customer needs and quickly act to solve their problems, provide quality solutions, and go above and beyond to exceed their expectations
• Strong ability to lead and develop diverse, cross-functional project teams to achieve high levels of performance in a dynamic, changing environment.
• Proven ability to lead large programs, executing with speed and exhibiting a bias for action
• Proven ability to manage teams without formal authority through influence and relationships
• Ability to communicate effectively in written and verbal format across a wide audience
• Ability to quickly identify new and innovative ways to work faster and simpler.
• Ability to think outside the box, innovate, take risks, and implement progressive, sustainable solutions.
• Proven experience leading cross-functional process improvement or transformation initiatives, with a track record of driving measurable efficiency, scalability, or customer impact.
  
  

RSRCAR

Pay Range

$133,319 - $232,919 Annually

Carrier is 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, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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