Acuity Brands Manager Customer Success Job in Ontario, California
We Light the Way!
Acuity Brands (NYSE: AYI) is transforming the lighting industry. We take pride in our 12,000 employees, and they take pride in working with the best in the industry. Join a team committed to lighting the way to a more brilliant, connected, and productive world. Individually we are talented, but together we are unstoppable.
About this Team
The Atrius suite of products and solutions control thousands of buildings, interact with millions of people, and manage billions of square feet of real estate around the world every single day. Backed by a multi-billion-dollar lighting and controls hardware business, we are building a suite of applications that can sense, think and act, redefining how people live, work, learn and play in buildings and spaces around the world.
About the Role
Atrius Building Insights is a SaaS product that enables users to manage building operations and assets, optimize energy usage, and build custom dashboards to report on their business and sustainability metrics.
We’re looking for a Customer Success Manager (CSM) to join our team, who will develop customer relationships that promote retention and expansion. Our CSM team partners with customers to understand needs and goals, and acts as a strong internal advocate for bringing customer feedback into our product roadmap. We’re seeking a new team member who is passionate about helping customers achieve their energy management, facility operations, and environmental sustainability goals. Building meaningful relationships based on trust, expertise, and the ability to solve problems in collaboration with our customers is critical.
The ideal candidate understands the needs of environmental sustainability managers, building operators, facility managers, and building owners. They are passionate about being the voice of the customer, and knowledgeable in building and energy management initiatives. This is a chance to lead a transformation in how building operators leverage building data and technology to create more efficient building and sustainability management practices.
How You Will Contribute
As a curious and collaborative team member, and a strong independent contributor who can effectively manage customer relationships and accounts. You will work cross functionally with our product, engineering, marketing, and sales team to distill and communicate the voice of the customer in product and business decisions.
Drive customer engagement with the Atrius platform by identifying solutions to their data centralization, analysis, and reporting needs
Develop relationships with customers and help them define metrics for success according to their energy, operations, and sustainability goals
Build empathy with our customers and translate their needs into detailed feature requirements and product specifications.
Collaborate internally to bring customer feedback into the SaaS roadmap
Roles and Responsibilities:
Become an expert in the features, benefits, and application of Atrius products.
Deliver strategic customer training and ensure high value product utilization.
Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations (Atrius Account/Success Plans).
Provide expert-level technical support via phone and email
Conduct regular reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
Partner with Atrius’ Account Managers and Account Executives to help them be more effective, and drive identified upsell opportunities.
Qualified Applicants Will Have:
Experience in a customer-facing role, such as customer success, account management, or strategy consulting.
Strong interpersonal skills and experience building strong internal and external relationships, at all levels (Admin to C-Level).
Proven track record of managing customer escalations (internally and externally), balancing customer expectations, and negotiating successful resolutions.
Strong analytical skills, proficiency with Excel, and experience with Salesforce.com
Bachelor’s degree. Preference for energy management, environmental/sustainability studies, computer science or related degrees.
Willingness to travel 15% of the time
The Ideal Candidate Will Have:
Experience in energy management, sustainability, or location-based technology services
Familiarity with energy management hardware and software technologies and providers
We invite you to apply today to join us as We Light the Way to a Brilliant, Productive, and Connected World!
Please utilize the internal career site to apply if you are a current employee at Acuity Brands.
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
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Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.