Customer Success Manager

November 6

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Fire Safety • Security • Building Automation • Heating • Air Conditioning

10,000+

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 • Provide quality control, quality assurance, coordinating quality inspections and process coaching to project team to ensure quality; • Track Program KPIs and report to senior management • 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

Requirements

• Bachelor’s degree • 5+ years of experience in Customer Engagement & Success • 3+ years of Connected Buildings domain experience and IOT enabled digital products • 3+ years of Building Automation experience • Able to travel at least 20% of the time