Technical Customer Success Engineer (North America)

Role:             Technical Customer Success Engineer
Location:      USA (Denver, Colorado)

Hi, we’re CIM. We’re a founder-led, venture-backed climate-tech scale-up that has created software which helps building owners accelerate their journey to net zero emissions. We are looking for incredible, mission oriented people who are motivated by solving complex problems to join our team.

First, some context: the built environment is one of the biggest contributors to climate change, accounting for almost 50% of global greenhouse gas emissions. Over half of these emissions are generated by operational activities*, which our software helps reduce by enabling property operations teams to work smarter and more collaboratively. 

By automating critical operational activities and accelerating the completion of key tasks we are able to significantly improve operational efficiency of a building and reduce its carbon footprint. To date, we’ve helped save over 179k tons of CO2 from the environment and our goal is to become a gigacorn by reducing CO2 emissions by one gigaton per year. 

Our clients include real estate investment trusts, super funds, governments, major cultural institutions and property owners who operate offices, shopping centres, airports, and other commercial spaces. With our HQ in Sydney, Australia, an established office in Ireland we have recently expanded in the US, with our foundational team based in Denver.

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. 

Will you join us?
We are seeking a highly motivated and experienced Customer Success Engineer to join our growing team. This transformative role presents an extraordinary opportunity for someone seeking to immerse themselves in the rapidly expanding realm of SaaS customer success.

WHAT YOU’LL DO: 

As a Customer Success Engineer at CIM, you’ll work alongside a Customer Success Manager where your primary objective will be to deliver an unparalleled customer experience with our new logo clients, with an aim to expedite the adoption of our platform and seamlessly transition our clients from initial pilot engagement to  a full-scale implementation across their entire portfolio, or their client’s portfolio of buildings.

• Be responsible for delivering an exceptional customer experience for CIM clients.
• 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.
  
• Develop detailed customer success plans by client, detailing desired client outcomes, and track and report on progress against these goals.
  
• Create multiple champions across several functions within each site (e.g. facilities, engineering, sustainability, procurement, marketing, 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.
  
• Maintain regular, open communication with clients agreeing a cadence of regular on site visits, as required. 
  
• Supporting our partner clients as we expand that channel, which includes (but is not limited to); training technical engineering teams, developing training content, sharing customer wins, driving product adoption, and communicating client feedback to the product dev team.
  
• Own a $ARR client retention target, identify expansion opportunities and partner closely with the CSM to expand accounts, and highlight client wins to fuel growth and deepen relationships.

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, ideally working for an engineering consultancy or similar
  
• 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 within the US. Full drivers licence required.
• Preferred Experience (but not required):
  
• Experience with energy analysis
  
• Knowledge of local building rating systems (LEED, GRESB, WELL, ENERGY STAR, etc.)
  
• Ability to identify client expansion opportunities and articulate delivered value to drive account growth and retention

WHO YOU"LL WORK WITH:

• This role will report to the Global Head of CS and will work alongside a US based Customer Success Manager (CSM)
  
• Key internal stakeholders are the wider CS team, as well as sales, marketing, and product teams

WHAT ELSE CAN WE TELL YOU:

• Be a foundation team member in our US expansion
  
• Opportunities to grow,  develop and be challenged in your role - progress is paramount, so you’ll receive the support and guidance you need to help you achieve your career goals
  
• Knowing that each day you work at CIM, you’ll be taking climate action
  
• A market competitive salary package including an extensive benefits package
  
• Employee perks ranging from referral bonuses, wellbeing tools, and more
  
• Experience in a rapidly growing and diverse business - be part of something exciting, and be a key player in helping to shape CIM and the future of building energy efficiency

Full authorisation to work in the USA without restrictions, sponsorship is not available.

We’re aware of research that indicates people identifying as women or from under-represented groups are far less likely to apply for roles if they don’t meet 100% of the requirements. At CIM, we’re interested in hiring passionate and curious people that are motivated to make a difference, so please still apply even if you don’t think you have the required experience in absolutely everything that we mention