Senior Customer Success Engineer

New

CopelandBuilding analytics

Source API remote eligibility restrictions: United States; This role is fully remote.Full-TimeSenior

SalaryThe pay range for this role is $95,000-$171,000 annually which includes bonus incentives

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Job Details

Experience: 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
Required Skills: Project ManagementCustomer Success

Have 5+ years of commercial refrigeration, building and energy analytics, building energy optimization, and/or similar experience.
Have 3+ years managing complex stakeholder relationships, preferably in a client-facing customer success or software service role.
Bring a strong technical understanding of HVAC and other building systems.
Understand energy efficiency, energy calculations, and measurement and verification (M&V).
Have strong market knowledge of the built environment and building services.
Be able to work effectively in cross-functional remote teams.
Have strong project and task management skills.
Demonstrate proactiveness and the ability to self-manage.
Be able to work full time in the US.
Technical expertise with refrigeration systems is preferred.
Commercial experience in the retail refrigeration market is preferred.
Experience in analytics and data modelling is preferred.

Build and maintain relationships with client executives, managers, and end-users, understanding their objectives and challenges.
Lead onboarding for new and prospective clients, coordinating with sales, product, and services teams.
Develop and deliver engineering services and data-based reporting tailored to client needs.
Create and execute strategic success plans aligned with clients’ objectives.
Identify product adoption, expansion, and upselling opportunities for the account management team.
Act as the primary contact for client inquiries, issues, and escalations beyond basic monitoring and support.
Conduct product training and provide ongoing education and guidance to clients.
Gather client feedback and share insights with account and product management.
Monitor adoption and renewal metrics and prepare customer success reports and executive summaries.
Improve tools and processes and take on responsibilities to support team growth.

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