Senior - Customer Success Manager

In your application please include your resume.

Location: Hybrid, Washington D.C. (preferred) or Remote

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.

Now, let s talk about your potential role as a Senior Customer Success Manager  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 a Senior Customer Success Manager, you ll work closely with cross-functional teams to support our B2B clients, including partners and end customers.

Your responsibilities include:

• Partner Management
  :
  Helping our SaaS partners integrate and adopt the Bueno Platform to support their strategic business growth.
• Customer 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 nimble, growing team, you ll also be working to scale Bueno in the US and beyond. This means taking the initiative to improve tools and processes and flexibly taking on new responsibilities when needed.

• 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 their unique needs to develop and deliver engineering services and reporting that utilises 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…