Senior Manager of Customer Advisory & Advocacy, APAC and MEA

Description

• Share product training resources and technical support processes
• Provide customers with a guided product day in the life use cases demo at completion of deployment and onboarding
• Train end users on the OpenBlue customer value framework and success metrics to be measured
• Validate the completion of scope as per contract and customer needs
• Provide initial triage, basic support, and customer training to resolve problems quickly, leveraging technical support teams as needed
• Participate in customer kick-off and key deployment milestone calls
• Review any open issues / technical support tickets with customers
• Drive new business growth by earning favorable customer references
• Monitor product usage analytics and provide feedback to customers.
• Monitor customer health and value delivered; Conduct Net Promoter Score (NPS) surveys and ensure all feedback loops are closed
• Serve as the voice of the customer and share feedback with Product Management and Commercial teams on how we can better serve customers
• Responsible for end-to-end delivery of customer value for OpenBlue solutions
• Establish 30-60-90-day check-ins for new customers followed by regular touchpoints to discuss adoption, issues, and value creation
• Participate in Customer Business Reviews (QBRs) in partnership with digital commercial account managers.
• 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

Requirements

• Association of Energy Engineers (AEE) Certified Measurement & Verification Professional (CMVP) certification or EVO Performance Measurement and Verification Analyst (PMVA) or Performance Measurement and Verification Expert (PMVE) certification
• Extremely organized project management skills to manage multiple customers in your portfolio, maintaining detailed notes and action plans
• Certified Energy Manager® (CEM) certification (Association of Energy Engineers)
• Hands-on experience working with installation, deployment, or use of smart building software solutions and Operational Technologies (OT) in medium to large commercial buildings
• Experience delivering user training, product demonstrations, and addressing operational questions to drive end results
• Candidates must already have a work authorization that would permit them to work for Johnson Controls in India, the United Arab Emirates, or Singapore.
• Strong track record in customer relationship management with enterprise customers, supported by endorsements from references, in roles such as Customer Success Manager, Account Manager, Project Manager, Performance Assurance Engineer, and/or Technical Sales
• Demonstrated leadership experience, including recruiting top talent, driving accountability across team to deliver results, and delivering a strong SAY:DO ratio on operational forecasts for the business
• Deep knowledge of OpenBlue products including Equipment Performance, Net Zero, Central Utility Plant Optimization, Critical Environments Advisor, Workplace Advisor IAQ
• Understand customer personas, end users, use cases and goals; Ask questions to become deeply familiar with your customers’ businesses challenges
• Bachelor's degree in engineering, business, or related field.
• Minimum 15+ years recent experience in HVAC systems, building automation systems, energy management solutions, facility management, or building maintenance services
• Excellent communication skills, both written and verbal, to work with customers or partners across operational and senior levels

Benefits

• Retention and Growth

Training + Development

Interview process

Visa Sponsorship

Security clearance