Senior Manager, OpenBlue Customer Advisory & Advocacy
About the job
At Johnson Controls, we’re shaping the future to create a world that’s safe, comfortable, and sustainable. Our global team creates innovative, integrated solutions to make cities more connected and buildings more intelligent. We are passionate about improving the way the world lives, works, and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you. We offer you a highly innovative and promising industry in an international environment. In this role you are given the responsibility to shape our common future business.
What You Will Do
OpenBlue is a complete suite of AI-enabled smart building software solutions that delivers impactful outcomes in energy efficiency and sustainability, equipment uptime, facilities team productivity, workplace planning, and workplace experiences that combines Johnson Controls’ 140 years of building expertise with cutting-edge technology. We are seeking a Senior Manager, OpenBlue Customer Advisory & Advocacy, to lead a team that partners with customers across the Asia Pacific and Middle East regions to deliver value. You and your team will drive successful outcomes for customers and serve as consultants throughout the entire customer lifecycle.
How You Will Do It
Responsible for end-to-end delivery of customer value for OpenBlue solutions
Customer Onboarding
Participate in customer kick-off and key deployment milestone calls
Understand customer personas, end users, use cases and goals; Ask questions to become deeply familiar with your customers’ businesses challenges
Train end users on the OpenBlue customer value framework and success metrics to be measured
Share product training resources and technical support processes
Validate the completion of scope as per contract and customer needs
Provide customers with a guided product day in the life use cases demo at completion of deployment and onboarding
Adoption
Become a trusted advisor by helping customers to understand and use the product to achieve business outcomes, including end users as well as internal and external channel partners
Monitor product usage analytics and provide feedback to customers.
Establish 30-60-90-day check-ins for new customers followed by regular touchpoints to discuss adoption, issues, and value creation
Advocacy (Build trust / transparency) 
Review any open issues / technical support tickets with customers
Provide initial triage, basic support, and customer training to resolve problems quickly, leveraging technical support teams as needed
Monitor customer health and value delivered; Conduct Net Promoter Score (NPS) surveys and ensure all feedback loops are closed
Participate in Customer Business Reviews (QBRs) in partnership with digital commercial account managers.
Serve as the voice of the customer and share feedback with Product Management and Commercial teams on how we can better serve customers
Retention and Growth
Ensure we are meeting customers’ definition of success
Identify other opportunities to provide value
Drive new business growth by earning favorable customer references
What you will need
Required
Bachelor's degree in engineering, business, or related field.
Minimum 15+ years recent experience in HVAC systems, building automation systems, energy management solutions, facility management, or building maintenance services
Hands-on experience working with installation, deployment, or use of smart building software solutions and Operational Technologies (OT) in medium to large commercial buildings
Experience delivering user training, product demonstrations, and addressing operational questions to drive end results
Excellent communication skills, both written and verbal, to work with customers or partners across operational and senior levels
Strong track record in customer relationship management with enterprise customers, supported by endorsements from references, in roles such as Customer Success Manager, Account Manager, Project Manager, Performance Assurance Engineer, and/or Technical Sales
Extremely organized project management skills to manage multiple customers in your portfolio, maintaining detailed notes and action plans
Demonstrated leadership experience, including recruiting top talent, driving accountability across team to deliver results, and delivering a strong SAY:DO ratio on operational forecasts for the business
Candidates must already have a work authorization that would permit them to work for Johnson Controls in India, the United Arab Emirates, or Singapore.
Preferred
Deep knowledge of OpenBlue products including Equipment Performance, Net Zero, Central Utility Plant Optimization, Critical Environments Advisor, Workplace Advisor IAQ
Certified Energy Manager® (CEM) certification (Association of Energy Engineers)
Association of Energy Engineers (AEE) Certified Measurement & Verification Professional (CMVP) certification or EVO Performance Measurement and Verification Analyst (PMVA) or Performance Measurement and Verification Expert (PMVE) certification
The role may include up to 15% travel.