Cim | Customer Success Engineer
vor 4 Wochen
To make it easy to operate large buildings at their peak performance
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team.
Typically within 2-5 years of experience.
CIM creates innovative building analytics software that helps run large buildings at their peak performance.
Our award-winning PEAK platform integrates building intelligence, machine learning and technical engineering support to improve efficiency, sustainability and comfort across property portfolios.
Our customers include large real estate investment trusts, superannuation funds, governments, major cultural institutions and property portfolio owners and operators.
We have offices in both Europe and Australia.
CIM is a well-established start-up with a passion for reducing building carbon emissions, and we are looking for someone who is equally passionate about the environment and technology.
Our team is the foundation of our success.
Join a people-centric culture that is fast-paced and rewarding: you'll have the opportunity to work with an extremely talented and diverse team who value curiosity, trust and collaboration.
About the role We're a team of passionate, skilled experts united by our desire to improve sustainability in the built environment.
We recently won at the Telstra Business Awards (NSW, AU) for embracing innovation and are also listed in the Australian Financial Review's Fast 100 growth companies.
What you'll do: As a Customer Success Engineer at CIM, you'll work alongside a CSM to partner on assigned client portfolios, where your primary objective will be to deliver an unparalleled customer experience, with an aim to expedite the adoption of our platform and promote strong ongoing engagement across the client's entire portfolio of buildings.
Become the voice of the customer, by empathising with them, understanding their needs, motivations and key business challenges Own customer accounts and create loyal, repeat customers ensuring growth, satisfaction, and retention.
Contribute to the integration activities for new clients, working with the onboarding / integrations team to ensure a smooth commissioning process is achieved.
Create multiple champions across several functions within each site (e.g.
facilities, operations, sustainability, etc).
Drive adoption and engagement of CIM's Peak Platform through training and continuous engagement across multiple touch points with the client, and their contractors.
Be a PEAK expert and an advocate for CIM, ensuring clients understand the value our platform provides Use our platform to monitor building equipment, as well as identify and resolve energy savings and operational inefficiencies Perform an in-depth analysis of building operations, develop energy analysis, environment quality and equipment health reports and implement HVAC optimisation strategies to improve building operations, energy efficiency and indoor environment.
Oversee technical HVAC activities, including understanding, evaluating, and configuring diagnostics to perform automated fault detection on customer's HVAC equipment.
Ensuring clients and partners are delivered and supported with the highest quality fault detection and diagnostics product.
Maintain regular, open communication with building operations teams, maintaining a cadence of regular on site visits.
Who we are looking for:
University Qualification in Electrical/Mechanical/Mechatronic/BMS engineering (or a similar field) 2-5 years experience in the HVAC industry Familiar with Building Management System (BMS) and knowledge of building services Experience being in a customer facing role Proven experience of working in a fast-paced environment Competitive and achievement orientated Ability to work autonomously Possession of a positive attitude and an interest in learning Willing to step-up to help fellow team members Excellent oral and written communication skills Willingness to travel to client sites.
Full drivers licence required.
Preferred Experience (but not required):
Experience with energy analysis Knowledge of local building rating systems (NABERS, ISO50001, etc.)
Who you'll work with:
This role will report to the Global Head of CS and will work alongside a Sydney based Customer Success Manager (CSM) Key internal stakeholders are the wider CS team, as well as sales, marketing, and product teams What you'll be responsible for Support customers gain value from the product / service.
Including check-ins, training, addressing blockers to adoption, and providing best practice advice Customer Query Handling Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams Implementation and Onboarding Manage the timely setup and implementation of product/service to help customers meet their goals and drive product adoption Skills you'll need Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions Service orientation Actively seeks and develops strategies to help key stakeholders Problem solving Identifies problems and develops logical solutions that address the problems Meet the team Customer Success - Onboarding
CIM
At CIM, our people are at the heart of what we do, and we are dedicated to investing in their growth.
You will be joining a culture that encourages curiosity, collaboration and openness, and you'll be working within a close knit team of experts who are passionate about the problem we are trying to solve.
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