[Hiring] Senior Customer Success Engineer @Copeland

Role 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.
• Foster Strong Client Relationships: Build and nurture strong relationships with key client stakeholders including executives, managers, and end-users.
• Creating Seamless Onboarding Experiences: Deliver a great client experience end-to-end. Lead the onboarding process for new and prospective clients.
• Tailored Services and Support: Lead the process of understanding their unique needs to develop and deliver engineering services and reporting.
• Planning for Customer and Partner Success: Develop and execute strategic success plans, aligned with clients' business and personal objectives.
• Responsive Issue Support: Serve as the primary point of contact for client inquiries, issues, and escalations.
• Empower with Training and Education: Conduct product training sessions for clients to facilitate their understanding of our software's features.
• Customer Feedback and Advocacy: Actively gather client feedback to advocate for client needs and requirements.
• Transparent Performance Tracking: Monitor and analyze key customer success metrics and prepare reports.
• Team Leadership: Identify and act upon opportunities to improve tools and processes.

Qualifications

• 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 the US.

Requirements

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

Benefits

• Flexible and competitive benefits plans including medical insurance, dental and vision coverage, and 401(k).
• Flexible time off plans, including paid parental leave, vacation, and holiday leave.

Company Description

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place.