- Location
- GBR Sunbury-on-Thames, United Kingdom · London-London-UK
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Education
- Bachelor
- Source
- Workday
Description
What You Will Do
OpenBlue is a complete suite of AI-enabled smart building software solutions that delivers impactful outcomes in energy efficiency and sustainability, equipment uptime, facilities team productivity, workplace planning, and workplace experiences that combines Johnson Controls’ 140 years of building expertise with cutting-edge technology. We are seeking an OpenBlue Customer Success Manager to partner with customers to deliver value. You will drive successful outcomes for customers and serve as a key consultant throughout the entire customer lifecycle. This is a great opportunity for someone who likes a challenge, is comfortable with a start-up environment in a large company, and open to growing the position as we grow as our business.
How You Will Do It
- Responsible for end-to-end delivery of customer value for OpenBlue solutions
- Customer Onboarding
- Participate in customer kick-off and key deployment milestone calls
- Understand customer personas, end users, use cases and goals; Ask questions to become deeply familiar with your customers’ businesses challenges
- Train end users on the OpenBlue customer value framework and success metrics to be measured
- Share product training resources and technical support processes
- Validate the completion of scope as per contract and customer needs
- Provide customers with a guided product tour after delivery
- Adoption
- Become a trusted advisor by helping customers to understand and use the product to achieve business outcomes, including end users as well as internal and external channel partners
- Monitor product usage analytics and provide feedback to customers.
- Establish 30-60-90 day check-ins for new customers followed by regular touchpoints to discuss adoption, issues, and value creation
- Advocacy (Build trust / transparency)
- Review any open issues / technical support tickets with customers
- Provide initial triage, basic support, and customer training to resolve problems quickly, leveraging technical support teams as needed
- Monitor customer health and value delivered; Conduct Net Promoter Score (NPS) surveys and ensure all feedback loops are closed
- Participate in Customer Business Reviews (QBRs) in partnership with digital commercial account managers.
- Serve as the voice of the customer and share feedback with Product Management and Commercial teams on how we can better serve customers
- Retention and Growth
- Ensure we are meeting customers’ definition of success
- Identify other opportunities to provide value
- Drive new business growth by earning favorable customer references
What we look for
Required
- Bachelor's degree in engineering, business, or a related field.
- 5+ years recent experience in HVAC systems, building automation systems, energy management solutions, facility management, or building maintenance services
- Hands-on experience working with installation, deployment, or use of Operational Technologies (OT) in medium to large facilities
- Experience delivering user training, product demonstrations, and addressing operational questions to drive end results
- Excellent communication skills, both written and verbal, to work with customers or partners across operational and senior levels
- Strong track record in customer relationship management with enterprise customers
- Extremely organized project management skills to manage multiple customers in your portfolio
- Demonstrated ability to lead within a matrix organization
- Experience driving process improvements to enhance customer satisfaction
- Candidates must already have a work authorization that would permit them to work for Johnson Controls in the United Kingdom.
Preferred
- Experience with smart building software and/or energy management systems
- Certified Energy Manager® (CEM) certification (Association of Energy Engineers)
- Certified Measurement & Verification Professional (CMVP) certification
The role may include up to 10% travel
