Senior Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist SaaS partners and customers in integrating and utilizing the Bueno Platform to foster strategic business growth.

• Deliver comprehensive HVAC, refrigeration, and energy engineering support along with analytics services to direct clients.

• Act as a trusted consultant throughout the client lifecycle, from onboarding to ongoing support.

• Contribute to Bueno's expansion in the US by enhancing tools and processes while embracing additional responsibilities.

• Cultivate and maintain relationships with executives, managers, and end-users.

• Oversee onboarding processes for new and prospective clients in partnership with sales, product, and service teams.

• Create and present engineering services and data-driven reports.

• Formulate and implement strategic customer success plans.

• Recognize opportunities for product adoption, expansion, and upselling.

• Serve as the main point of contact for client inquiries, issues, and escalations.

• Collaborate with Bueno teams to address customer concerns effectively.

• Conduct product training while offering continuous education and guidance.

• Collect client feedback and advocate for their needs.

• Monitor and evaluate customer success metrics, including adoption and renewal rates.

• Prepare reports on customer success and executive summaries.

• Identify and implement enhancements to tools and processes.

⛳️ Requirements

• Minimum of 5 years of experience in commercial refrigeration, building and energy analytics, building energy optimization, or a related field.

• At least 3 years of experience managing complex stakeholder relationships, ideally in client-facing roles such as customer success or service within a software company.

• Strong technical knowledge of HVAC and other building systems, along with energy efficiency, energy calculations, and measurement and verification (M&V).

• In-depth market knowledge of the built environment and building services.

• Proven ability to collaborate effectively in cross-functional remote teams.

• Exceptional project and task management capabilities.

• Outstanding verbal and written communication skills.

• Demonstrated initiative and capacity for self-management.

• Must be available to work full-time in the US.

• Technical proficiency with refrigeration systems.

• Experience in the retail refrigeration market.

• Background in analytics and data modeling.

• Legally authorized to work in the United States.

• Must not require current or future work authorization sponsorship.

🏝️ Benefits

• Annual merit review process that includes performance rewards.

• Comprehensive medical insurance plans.

• Dental and vision coverage.

• 401(k) retirement savings plan.

• Flexible time off options.

• Paid parental leave.

• Vacation leave.

• Holiday leave.

• Employee resource groups.

• Comprehensive employee development from onboarding through to senior leadership roles.

• Fully remote work arrangement.

• Opportunity for travel to a Copeland site up to approximately 20% as necessary.