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About the Role

OpenBlue is a smart building software solution suite that enhances energy efficiency, sustainability, equipment uptime, and workplace experiences. We are seeking an OpenBlue Customer Success Manager to partner with customers, drive successful outcomes, and act as a key consultant throughout the customer lifecycle. This role offers a challenging opportunity within a start-up environment inside a large company, with potential for growth.

Responsibilities

Manage end-to-end delivery of customer value for OpenBlue solutions.
Facilitate customer onboarding, including kick-off and deployment milestone calls.
Understand customer needs, use cases, and business challenges to provide tailored solutions.
Train end users on the OpenBlue customer value framework and success metrics.
Share product training resources and technical support processes.
Validate scope completion against contracts and customer requirements.
Conduct guided product tours post-delivery.
Act as a trusted advisor to help customers achieve business outcomes through product utilization.
Monitor product usage analytics and provide feedback to customers.
Establish regular check-ins and touchpoints to discuss adoption, issues, and value creation.
Review open issues and technical support tickets with customers.
Provide initial triage and basic support, escalating to technical support teams as needed.
Monitor customer health and value delivered, conduct NPS surveys, and close feedback loops.
Participate in Customer Business Reviews (QBRs) with digital commercial account managers.
Serve as the voice of the customer, relaying feedback to Product Management and Commercial teams.
Ensure customer success metrics are met.
Identify opportunities to provide additional value.
Drive new business growth through customer references.

Requirements

Bachelor's degree in engineering, business, or a related field.
5+ years of recent experience in HVAC systems, building automation systems, energy management solutions, facility management, or building maintenance services.
Hands-on experience with installation, deployment, or use of Operational Technologies (OT) in medium to large facilities.
Experience delivering user training, product demonstrations, and addressing operational questions.
Excellent written and verbal communication skills for interacting with operational and senior-level customers and partners.
Strong track record in customer relationship management with enterprise customers.
Highly organized project management skills to manage a portfolio of multiple customers.
Demonstrated ability to lead within a matrix organization.
Experience driving process improvements to enhance customer satisfaction.
Must have work authorization to work for Johnson Controls in the United Kingdom.

Skills

Customer Success Management
Project Management
Customer Relationship Management
Product Training
Technical Support
Communication Skills
HVAC Systems
Building Automation Systems
Energy Management Solutions
Facility Management
Building Maintenance Services
Operational Technologies (OT)
Smart Building Software
Energy Management Systems

Location

United Kingdom

Work Type

Full-time
Hybrid

Experience Level

5+ years

Education Level

Bachelor's degree

About the Company

Johnson Controls has 140 years of building expertise combined with cutting-edge technology.