Customer Success Manager

About This Role

Opportunity to take an elevated position to manage enterprise customer relationships. Take a leadership role to deliver value streams using AI & IOT usecases. Deliver outcome based services like reduction of energy and maintenance spend, improve comfort and drive digital adoption towards facility maintenance.

Job Description

• Own Customer Success & Satisfaction for identified accounts

• Responsible for delivering customer success KPIs and program outcomes

• Increase adaptation & usage of IOT Platform (Abound PI) & associated digital tools at

• customer’s place

• Responsible for delivering planned revenue & upsell in the identified accounts

• Responsible to conduct weekly/biweekly status update meeting with customers

• Responsible to conduct Quarterly Business Review and drive the actions of QBR to closure

• Take up status reporting and generate the program level status for executive reviews

• Responsible to successful execution and closure to Pilot Programs

• Create overall program communication plan, matrix, standards, etc. and ensure necessary communications to program stakeholders at customer organization

• Identify and evaluate risk, developing risk and issue mitigation measures as well as identify change requests to a program from time to time

• Conduct Pilot Programs

• Support Sales Activities as and when required
  

Required Qualifications

• Bachelor’s degree

• 5+ years of experience in Customer Engagement & Success

• 3+ years of Connected Buildings domain experience and IOT enabled digital products

• Able to travel at least 30% of the time (domestic)
  

Preferred Qualifications

• Graduate Degree

• Experience working with various Building Automation Systems

• Operational & technical expertise of core system HVAC assets/ BMS control systems/AHUs/RTUs/Chillers/ Pumps, Energy Management etc.

• Proven ability to manage cross-functional teams without formal authority through influence and relationships

• Self-driven and willing to learn and talk technology (data science, AI, IoT and analytics)

• Ability to understand multi-faceted problems and work out a solution work with the larger delivery team

• Interpersonal skills for managing in a team framework

• Project management skills

• Strong Analytics Skills

• Superior presentation, written, and verbal communication skills

• Leadership skills to manage across functional teams