Customer Success Manager

4 weeks ago

Ottawa, Canada Johnson Controls Full time

**Build your best future with the Johnson Controls Team.**

As a global leader in smart, health and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away

**What we offer**:

- Competitive salary
- Paid vacation/holidays/sick time
- Tools and Equipment to complete all jobs.
- Comprehensive benefits package including 401K, medical, dental, and vision care.
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
- **Check us out**:A Day in a life of Johnson Controls
**What you will do
Johnson Controls has a phenomenal opportunity in our Global Customer Success team 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.

The Customer Success Manager (CSM) is responsible for the long-term success of our Digital Solutions customer. They partner closely with sales, and other teams, to ensure our Digital Solutions customers achieve their desired outcomes and expectations from their purchased solutions. Customers expect to receive maximum value out of the service they invest in and the CSM will lead this effort to drive success for customers.

OpenBlue is a complete suite of connected solutions that delivers impactful sustainability, new occupant experiences, and supportive safety and security that combines our 135 years of building expertise with innovative technology. The OpenBlue suite is part of the new Digital Solutions (DS) business at Johnson Controls (JCI) - With this enormous opportunity of delighting our existing and new customers we are growing our Customer Success team. This position is remote.

**How you will do it**
- The CSM serves as a key consultant throughout the entire customer lifecycle to drive and support effective on boarding, customer health, advocacy, product usage, continuous customer engagements such as QBRs, and renewals.
- Customer Success is a relatively new function at JCI, therefore, this role requires a leader to build and drive a new methodology of Customer Success in their respective region, while working with teams (such as sales) that have been in place for quite some time
- Work directly with customers, therefore, they will be responsible for several customers within their region.
- Minimum 70% of their time be customer facing. CSM customer vs non-customer utilization is collected within Daptiv, a portfolio management solution tool.
- Required to partner with the branch sales team to ensure a minimum of 70% annual renewal rate for their account base.

**What you will need**
**Required Experience in the Following**
- Minimum 7+ years’ experience in a culture of Customer Success providing customer experience that is consistent and optimal across all customer
- facing activities and teams you work with
- Bilingual French/English
- Ability or have Reliability/Secret Federal Government Clearance
- Nice to have Federal, Provincial and Municipal Government exposure/Experience.
- Ottawa based would be preferred.
- Experience collaborating with regional cross-functional sales partners to complete the integrated customer success strategy and regional revenue targets.
- Building strong internal relationships and collaborate cross-functionally to drive the organizational change needed to complete the Customer Success strategy.
- Work with existing customers to drive their success and outcome satisfaction, and for new customers you will ensure a smooth handover from the Program Delivery/Professional Services team to the Customer Success team and henceforth work with the customer to drive outcome satisfaction and renewals.
- Drive customer success outcomes by achieving customer key performance indicators and service level agreements (SLA)
- Increase renewal rates and reduce churn by implementing customer success practices.
- Expand revenue in accounts by assisting sales teams with cross-sell and up
- sell.
- Influence future lifetime value through higher technology adoption, customer satisfaction and overall health scores.
- Drive new business growth through greater advocacy and reference-ability of existing customers.
- Develop listening points in journey (e.g., usage, satisfaction, etc.)

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