Senior Customer Success Engineer

Overview

Senior Customer Success Engineer supporting B2B clients, including partners and end customers, to integrate, adopt and get ongoing value from the Bueno Platform, a smart building analytics product.

What you'll do

• Build and nurture strong relationships with key client stakeholders, including executives, managers and end-users.
• Lead onboarding for new and prospective clients, collaborating with sales, product and services to ensure a seamless transition and successful implementation.
• Understand unique client needs and develop and deliver engineering services and reporting that use data to solve their problems and improve daily operations.
• Develop and execute strategic success plans aligned with client business and personal objectives, identifying opportunities for product adoption, expansion and upselling to the account management team.
• Serve as the primary point of contact for client inquiries, issues and escalations beyond basic monitoring and support, resolving concerns with other Bueno teams.
• Conduct product training sessions and provide ongoing education and guidance on features, functionality and best practices.
• Gather client feedback and advocate for client needs, providing insights into pain points to drive product and customer experience enhancements.
• Monitor and analyse key customer success metrics, such as adoption rates (MAU) and renewal rates (NRR), and prepare reports and executive summaries.
• Identify and act on opportunities to improve tools and processes and take on responsibilities as needed to support growth in the US.
• Provide high-touch HVAC, refrigeration and energy engineering support and analytics services to direct customers.

What you'll need

• 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, and measurement and verification (M&V).
• Strong market knowledge of the 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 the US.

Nice to have

• Technical expertise with refrigeration systems.
• Commercial experience in the retail refrigeration market.
• Experience in analytics and data modelling.

Details

• Fully remote role.
• May be required to travel to a Copeland site up to approximately 20% to collaborate with the team or customers.
• Sponsorship is not provided; candidates must be legally authorized to work in the United States.