OpenBlue Customer Advisor (onsite)

Johnson Controls•New York, NY

4d•Onsite

About The Position

At Johnson Controls, we’re creating a world that’s safe, comfortable, and sustainable. Our global team creates innovative, integrated solutions to make cities more connected and buildings more intelligent. We are passionate about improving the way the world lives, works, and plays. The future requires bold ideas, an entrepreneurial mindset, and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you. We offer you a highly innovative and promising industry in an international environment. In this role, you are given the responsibility to shape our common future business. What you will do 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 that combines Johnson Controls’ 140 years of building expertise with cutting-edge technology. We are seeking an OpenBlue Customer Advisor to partner with customers to deliver value. You will drive successful outcomes for customers and serve as a key consultant throughout the post-sale customer lifecycle starting at the onset of deployment. 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. This position is based at the customer site in New York City. How you will do it Accountable to lead cross-functional teams for end-to-end delivery of measurement customer value for OpenBlue solutions throughout the post-sale customer lifecycle Customer Onboarding Participate in customer kick-off and key deployment milestone calls Understand customer personas, end users, use cases and goals; Ask questions to become deeply familiar with your customers’ businesses 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 Lead guided product demonstration using the customer’s environment at completion of deployment Adoption Become a trusted advisor by training customers to use the product to achieve business outcomes, including training end users as well as 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 (Build trust / transparency) Review open issues or technical support tickets with customers; Provide initial triage, basic support, and training to resolve problems quickly, using technical support teams as needed Publish customer meeting notes and track customer health and action items Create and deliver customer value reports in partnership with professional services teams Review Net Promoter Score (NPS) survey results 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 we can better serve customers Retention and Growth Ensure we are meeting customers’ definition of success Identify other opportunities to provide value Drive new business growth by earning favorable customer references What you will need

Requirements

Bachelor's degree in engineering, business, or related field.
Minimum 5+ 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
Excellent communication skills, both written and verbal, to work with customers or partners across operational and senior levels
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
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
Experience driving process improvements to enhance customer satisfaction
Candidates must already have a work authorization that would permit them to work for Johnson Controls in the United States.

Nice To Haves

Experience with smart building software and/or energy management systems
Certified Energy Manager® (CEM) certification (Association of Energy Engineers)
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

Responsibilities

Accountable to lead cross-functional teams for end-to-end delivery of measurement customer value for OpenBlue solutions throughout the post-sale customer lifecycle
Participate in customer kick-off and key deployment milestone calls
Understand customer personas, end users, use cases and goals
Ask questions to become deeply familiar with your customers’ businesses 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
Lead guided product demonstration using the customer’s environment at completion of deployment
Become a trusted advisor by training customers to use the product to achieve business outcomes, including training end users as well as 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
Review open issues or technical support tickets with customers
Provide initial triage, basic support, and training to resolve problems quickly, using technical support teams as needed
Publish customer meeting notes and track customer health and action items
Create and deliver customer value reports in partnership with professional services teams
Review Net Promoter Score (NPS) survey results 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 we can better serve customers
Ensure we are meeting customers’ definition of success
Identify other opportunities to provide value
Drive new business growth by earning favorable customer references