Job Description

 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 135 years of building expertise with cutting-edge technology. The OpenBlue suite is part of the new Digital Solutions (DS) business at Johnson Controls (JCI) - With this enormous opportunity of delighting our existing and new customers we are growing our Customer Success team

The Customer Success Manager (CSM) is responsible for the long-term success of our DS customer. They partner closely with sales, and other teams, to ensure our DS 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 CSM will own this effort to drive success for customers
The CSM serves 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
Customer Success is a relatively new function at JCI, therefore, this role requires a leader to build and drive a new methodology of Customer Success in their respective region, while working with teams (such as sales) that have been in place for quite some time
Given the early stages of our journey this role also requires the individual to work directly with customers, therefore, they will be responsible for several customers within their region
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

What we look for

Required

5+ years in a lead Customer Success role in a B2B and SaaS environment
10+ 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
Demonstrated track record of driving programs and process improvements that result in a better customer experience and increased renewals
Familiarity of HVAC systems, building automation systems, energy management tools, and monitoring systems
Proven ability to manage global multi-million-dollar customers and ensuring outcome realisation
Experience in being flexible to work with directly with customers and leading a function as the team grows
Experience developing & delivering onsite training and webinars, including large remote audiences
Demonstrated success in building strong relationships and working with cross-functional groups, at all levels, to gain understanding and commitment for business changes and innovation
An outstanding communicator who can listen attentively and communicate clearly
You’re highly adaptable, comfortable with ambiguity, and can easily acclimate to fast-changing business landscapes
Comfortable working on complex problems, using data for decision making, and thinking holistically about the customer journey
You’re personally open to feedback and coaching and has embed this culture amongst your teams
Occasional travel (~ 20 %) required