وصف الوظيفة
Role Overview
OpenBlue Customer Advisor at Johnson Controls. This role is based in an international environment within Johnson Controls' innovative smart building solutions division.
Company Overview
Johnson Controls is shaping the future to create a world that's safe, comfortable, and sustainable. The global team creates innovative, integrated solutions to make cities more connected and buildings more intelligent. OpenBlue is a complete suite of AI-enabled smart building software solutions that delivers impactful outcomes in energy efficiency and sustainability, equipment uptime, facilities team productivity, workplace planning, and workplace experiences. It combines Johnson Controls' 140 years of building expertise with cutting-edge technology.
Role Purpose
Partner with customers to drive successful outcomes and deliver value throughout the entire customer lifecycle. Serve as a key consultant who enables customers to understand and use OpenBlue solutions to achieve business outcomes, while building trust and advocating for customer needs across the organization.
Key Responsibilities
Customer Onboarding
- Participate in customer kick-off and key deployment milestone calls
- Understand customer personas, end users, use cases, and goals by asking detailed questions about business challenges
- Train end users on the OpenBlue customer value framework and success metrics to be measured
- Share product training resources and technical support processes
- Validate the completion of scope as per contract and customer needs
- Provide customers with a guided product tour after delivery
Adoption
- Become a trusted advisor by helping customers understand and use the product to achieve business outcomes, including end users and internal and external channel partners
- Monitor product usage analytics and provide feedback to customers
- Establish 30-60-90 day check-ins for new customers followed by regular touchpoints to discuss adoption, issues, and value creation
Advocacy and Support
- Review open issues and technical support tickets with customers
- Provide initial triage, basic support, and customer training to resolve problems quickly, leveraging technical support teams as needed
- Monitor customer health and value delivered; conduct Net Promoter Score (NPS) surveys and ensure all feedback loops are closed
- Participate in Customer Business Reviews (QBRs) in partnership with digital commercial account managers
- Serve as the voice of the customer and share feedback with Product Management and Commercial teams on how to better serve customers
Retention and Growth
- Ensure customers are meeting their definition of success
- Identify opportunities to provide additional value
- Drive new business growth by earning favorable customer references
- Responsible for end-to-end delivery of customer value for OpenBlue solutions
Process Improvement
- Drive process improvements to enhance customer satisfaction
Qualifications & Experience
- Bachelor's degree in engineering, business, or a related field
- Minimum 8+ years recent experience in HVAC systems, building automation systems, energy management solutions, facility management, or building maintenance services
- Hands-on experience working with installation, deployment, or use of Operational Technologies (OT) in medium to large facilities
- Experience delivering user training, product demonstrations, and addressing operational questions to drive end results
- Strong track record in customer relationship management with enterprise customers in roles such as Customer Success Manager, Account Manager, Project Manager, Performance Assurance Engineer, and/or Technical Sales, supported by endorsements from references
Skills & Competencies
- Excellent communication skills, both written and verbal, to work with customers or partners across operational and senior levels
- Extremely organized project management skills to manage multiple customers in your portfolio, maintaining detailed notes and action plans
- Demonstrated ability to lead within a matrix organization, effectively coordinating across teams and mobilizing resources
- Enjoys learning new things in a self-directed fashion, consistently building new skills, knowledge, and expertise in a fast-changing environment with minimal formal training
Additional Information
- The role may include up to 10% travel
- Preferred: Experience with smart building software and/or energy management systems
- Preferred: Certified Energy Manager® (CEM) certification (Association of Energy Engineers)
- Preferred: Certified Measurement & Verification Professional (CMVP) certification
- This is a start-up environment within a large company with opportunity to grow the position as the business grows
- Johnson Controls is an Equal Opportunity Employer and does not discriminate on the basis of any protected categories