Senior Building Performance Manager [Customer Success]

Bueno Published: June 21, 2024
Location
London, United Kingdom
Job Type

Description

Title : Senior Building Performance Manager Customer Success

Reports to : Head of Customer Success

Location : Remote - London, UK based, Full-Time

Bueno is a global company headquartered in Australia.

This role will require work flexibility to coordinate across time zones.

In your application please include your resume. Cover letters are optional, but highly encouraged.

The Company

Welcome to Bueno (BUilt ENvironment Optimisation)!

  • We are proud to be a leader in Smart Building Analytics, focusing on decarbonising buildings to benefit businesses and the planet.

Our mission is to reduce energy consumption by connecting with building equipment, identifying issues, and optimising operations through our Bueno Platform and services.

At Bueno, we believe that harnessing the transformative power of our technology hinges upon seeing the bigger picture .

Because we exist in a complex ecosystem of stakeholders, incentives, and constraints, to deliver quality solutions, listening and caring about our clients and partners is at the heart of what we do.

  • We empower our teams with knowledge, tools, and a supportive work environment so that they can bring their true selves to work every day.

The Role

We’re looking for a proactive, self-starter that combines deep building performance expertise with excellent client management skills to build our SaaS and service business in the EU.

The Senior Building Performance Manager Customer Success will work closely with the UK Country Manager and Bueno’s cross-functional teams across the world to support our B2B clients, including channel partners and end customers.

You’ll be:

  • Helping our Service SaaS partners integrate and adopt the Bueno Platform to support their strategic business growth.
  • Providing high-touch support and analytics 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 and working to ensure their continued success with the Bueno Platform by delivering the best possible customer experience from onboarding through the life cycle of the client.
  • You’ll be joining at an exciting time as a senior member of a nimble, growing team, taking the initiative to improve how we do things and take on new responsibilities to expand your skill set.

This is an ideal role for someone with both technical ability and emotional intelligence that excels at listening and communicating to bridge the gap between technical and business stakeholders relevant to the built environment.

This person can also bridge the gap between day-to-day operations and strategic business goals.

You’ll be:

  • Making a positive impact on the world by improving building performance and driving down carbon emissions
  • Having a huge impact on Bueno’s team and business
  • Working across a diverse set of technical, business, and service responsibilities and stakeholders
  • Having fun with a caring, helpful team with great culture

Key Responsibilities:

  • Foster Strong Client Relationships - Build and nurture strong relationships with key client stakeholders including executives, managers, and end-users.

Empathise 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 customers’ unique needs to develop analytics services and reporting that utilises building 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 / WAU), 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.

What your success looks like?

Team:

  • Culture and values - Demonstrate Bueno’s cultural values in their work both internally and with clients.
  • Cross-Functional Collaboration - Maintains effective cross-functional collaboration and communication to deliver a seamless customer-centric experience.
  • Company Growth - Drive sustainable and repeatable expansion of Bueno in new markets

Role-Specific:

  • Client Satisfaction - Ensure our satisfaction metrics (e.g. NPS) stay above historical and industry averages.
  • Client Retention - Maintain our target Net Revenue Retention (NRR) by providing exceptional support and driving product adoption.
  • Client Growth - Grow our target NRR by working with the account management teams to smoothly onboard new clients while cultivating expansion opportunities.
  • Product Adoption and Utilisation - Grow product adoption and utilisation (e.g. MAU) by working closely with clients to drive KPI improvements.

Experience and Skills

Essential:

  • 5+ years of building and energy analytics, optimisation or similar technical experience
  • 3+ years of client-facing work in a customer success or service role
  • 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 in a remote work environment
  • Must be able to work full time in the UK and EU

Desirable:

  • Experience working in rapidly scaling, mission-driven startups
  • Experience with working in or closely with software product teams
  • Experience working across global time zones

Compensation

Being a part of Bueno’s team provides :

  • Competitive salary and equity that reflects your experience, skills, and contributions
  • Generous paid time-off, holidays, and self-care days
  • Support for coworking spaces for those who want a more in-person work environment
  • Flexible remote work with some travel (up to 20%) to clients locally and the EU

This particular role will be a great fit for someone who is:

  • An energy manager or building services consultant with the desire to build business relationships to help buildings and clients over time rather than with one-time projects.
  • A smart buildings expert that wants to follow-through on their recommendations and help buildings and clients realise the potential of building automation.
  • A sales engineer looking to dig deeper beyond the initial sale to support clients in their journey in adopting Bueno’s platform as part of their core business strategy.
  • Anyone who has the building technical skills alongside the ability to build strong client relationships, work well in teams, and think both operationally and strategically

Our organisation will be a great fit for someone who is:

  • Is customer-focused , listening and caring about their goals to achieve joint success
  • Believes in empowering our customers and our teammates with knowledge, tools, and resources achieve success
  • Champions quality solutions that deliver excellence for our customers and for the planet
  • Brings their true selves everyday to their work while supporting the authenticity of their teammates
  • Understands the bigger picture of the complex ecosystems of people, incentives, and constraints around them and works to address these complexities.

Bueno is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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