Senior Customer Success Engineer

Description

Bueno (BUilt ENvironment Optimisation) is a new division in the Copeland family. We are proud to be a leader in Smart Building Analytics, focusing on decarbonising buildings to benefit businesses and the planet. Our Bueno Platform and services connect to your building equipment and help you identify issues, reduce energy consumption, and optimize operations. 

We are looking for an experienced Senior Customer Success Engineer to support our B2B clients, including partners and end customers. Your responsibilities include: 

Client Management: Helping our Service SaaS partners and customers integrate and adopt the Bueno Platform to support their strategic business growth. 

Performance Services: Providing high-touch HVAC/refrigeration/energy engineering support and analytics service to our direct customers, helping them leverage the Bueno Platform for operations and sustainability. 

You’ll be a trusted advisor to our clients, understanding their goals, fulfilling their needs, and ensuring their continued success with the Bueno Platform by delivering the best possible customer experience from onboarding through the life cycle of the client.  

As a senior member of a growing team, you’ll also be helping scale Bueno in the US. This means taking the initiative to improve tools and processes and flexibly taking on new responsibilities when needed. 

If you have a strong technical background in energy engineering, HVAC, and/or refrigeration and you're passionate about building strong relationships and delivering exceptional experiences, we'd love to hear from you!  

As the Senior Customer Success Engineer, you will:

• Foster Strong Client Relationships - Build and nurture strong relationships with key client stakeholders including executives, managers, and end-users. Empathize with their business and personal objectives, challenges, and requirements to help position our software as an important part of the solution. 

• Creating Seamless Onboarding Experiences - Deliver a great client experience end-to-end. Lead the onboarding process for new and prospective clients while collaborating in cross-functional teams, including sales, product, and services, to ensure a seamless transition and successful implementation of our software.  

• Tailored Services and Support-  Lead the process of understanding their unique needs to develop and deliver engineering services and reporting that utilizes data to solve their problems and improve their daily operations. 

• Planning for Customer and Partner Success- Develop and execute strategic success plans, aligned with clients' business and personal objectives. Identify opportunities for product adoption, expansion, and upselling to our account management team while consistently demonstrating the value of our software. 

• Responsive Issue Support - Serve as the primary point of contact for client inquiries, issues, and escalations beyond that offered by our basic monitoring/support teams. Collaborate with other teams within Bueno to promptly address and resolve customer concerns, ensuring high levels of client satisfaction. 

• Empower with Training and Education - Conduct product training sessions for clients to facilitate their understanding of our software's features, functionalities, and best practices. Provide ongoing education and guidance to ensure clients get the most out of our product. 

• Customer Feedback and Advocacy - Actively gather client feedback to advocate for client needs and requirements, collaborating with account and product management to provide in-depth insights into client pain points and drive enhancements to customer experience and software. 

• Transparent Performance Tracking - Monitor and analyse key customer success metrics, such as adoption rates (MAU), renewal rates (NRR). Prepare reports and executive summaries on customer success activities, outcomes, and challenges. 

• Team Leadership: Identify and act upon opportunities to improve tools and processes and take on responsibilities as needed to facilitate growth. 

Required Experience and Skills:

• 5+ years of commercial refrigeration, building and energy analytics, building energy optimization, and/or similar experience 

• 3+ years of managing complex stakeholder relationships, preferably in client-facing work such as a customer success or service role for a software company 

• Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations, measurement and verification (M&V). 

• Strong market knowledge of built environment and building services.  

• Strong ability to work in cross-functional remote teams 

• Excellent project and task management skills 

• Excellent verbal and written communication 

• Demonstrated proactiveness and ability to self-manage 

• Must be able to work full time in US 

Preferred education, experiences & skills:

• Technical expertise with refrigeration systems 

• Commercial experience in the retail refrigeration market 

• Experience in analytics and data modelling 

Remote Work Arrangement: 

This role is fully remote. As a remote colleague, you may be required to travel to a Copeland site up to ~20% to collaborate with your team or customers as needed. Copeland is committed to fostering a productive and connected culture, so you will have the opportunity to work with your team and leader to understand your team operating principles to collaborate effectively. 

Our compensation philosophy is simple: we pay a competitive base salary, within the local market in which we operate, and reward performance during our annual merit review process. The pay range for this role is $95,000-$171,000 annually which includes bonus incentives, commensurate with the skills, talent, capabilities, and experience each candidate brings to a role.

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