OpenBlue Customer Success Manager (remote)

At Johnson Controls, we’re shaping the future to create a world that’s safe, comfortable, and sustainable. Our global team creates innovative, integrated solutions to make cities more connected and buildings more intelligent. We are passionate about improving the way the world lives, works, and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you. We offer you a highly innovative and promising industry in an international environment. In this role you are given the responsibility to shape our common future business.

What You Will Do

OpenBlue is a complete suite of connected solutions that delivers impactful sustainability, new occupant experiences, and respectful safety and security that combines our 140 years of building expertise with cutting-edge technology. The OpenBlue suite is part of the Digital Solutions business at Johnson Controls. We are seeking an OpenBlue Customer Success Manager to partner with our existing and new customers. You will be responsible for the long-term success of our OpenBlue customer and partner closely with sales, and other teams, to ensure our OpenBlue customers achieve their desired outcomes and expectations from their purchased solutions. Customers expect to receive maximum value out of the service they invest in and the Customer Success Manager will own this effort to drive success for customers and serve as a key consultant throughout the entire customer lifecycle to drive and support effective on boarding, customer health, advocacy, product usage, continuous customer engagements such as QBRs, and renewals. If you're a leader that enjoys building and driving a new methodology of Customer Success in their respective region, while working with teams (such as sales), then keep reading! Preference is to have this individual be local to Glendale, WI, or commuting distance, however, we are open to remote work as well. 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

• Lead a culture of Customer Success so that the customer experience is consistent and optimal across all customer facing activities and teams you work with
• Along with your Customer Success team, you will collaborate with your regional cross-functional sales partners to execute on the holistic customer success strategy and regional revenue targets
• Build strong internal relationships and collaborate cross-functionally to drive the change management needed to execute on the Customer Success strategy
• Work with existing customers to drive their success and outcome satisfaction, and for new customers you will ensure a smooth handover from the Program Delivery/Professional Services team to the Customer Success team and henceforth work with the customer to drive outcome satisfaction and renewals
• Drive customer success outcomes by achieving customer key performance indicators (KPI) and service level agreements (SLA)
• Increase renewal rates and reduce churn by implementing customer success practices
• Expand revenue in accounts by assisting sales teams with cross-sell and up-sell
• Influence future lifetime value through higher technology adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability of existing customers
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Identify opportunities for continuous improvement and engage the appropriate team to make positive changes to processes and technology
• Learn from best practices in our industry
• Create rapid on boarding process for new team members and foster collaboration within the team and across the customer lifecycle.
• Work directly with several customers within their region.
  
  

What you will need

Required

• Bachelor's degree
• 5+ years in a Customer Success role in a B2B and SaaS environment
• 5+ years of experience in roles involving Customer Success, Account Management, and/or Sales
• Passionate about ensuring customer expectations are surpassed at every opportunity
• Demonstrated success in being involved in the early stage of building and scaling a Customer Success team in a mature organization, while catering for different regions and cultures
• Driving programs and process improvements that result in a better customer experience and increased renewals
• experience with multi-million-dollar customers Experience developing & delivering onsite training and webinars
  
  

Preferred

• Familiarity of HVAC systems, building automation systems, energy management tools, and monitoring systems
  
  

NOTE: This is a virtual/remote position considering candidates who reside within the United States.