Building Performance Manager

Title:
Senior Building Performance Manager [Customer Success] Reports to
: Head of Customer Success
Location:
Remote - London, UK based, Full-Time
Bueno is a global company headquartered in Australia. We are proud to be a leader in Smart Building Analytics, focusing on decarbonising buildings to benefit businesses and the planet. Our mission is to reduce energy consumption by connecting with building equipment, identifying issues, and optimising operations through our Bueno Platform and services.
At Bueno, we believe that harnessing the transformative power of our technology hinges upon
seeing the bigger picture
. Because we exist in a complex ecosystem of stakeholders, incentives, and constraints, to deliver
quality
solutions,
listening
and caring about our clients and partners is at the heart of what we do. We’re looking for a proactive, self-starter that combines deep building performance expertise with excellent client management skills to build our SaaS and service business in the EU.
The
Senior Building Performance Manager [Customer Success]
will work closely with the
UK Country Manager
and Bueno’s cross-functional teams across the world to support our B2B clients, including channel partners and end customers. Helping our Service SaaS partners integrate and adopt the Bueno Platform to support their strategic business growth.
~ Providing high-touch support and analytics to our direct customers, helping them leverage the Bueno Platform for operations and sustainability.
You’ll be a trusted advisor to our clients, understanding their goals and working to ensure their continued success with the Bueno Platform by delivering the best possible customer experience from onboarding through the life cycle of the client. You’ll be joining at an exciting time as a senior member of a nimble, growing team, taking the initiative to improve how we do things and take on new responsibilities to expand your skill set.
This is an ideal role for someone with both technical ability and emotional intelligence that excels at listening and communicating to bridge the gap between technical and business stakeholders relevant to the built environment. This person can also bridge the gap between day-to-day operations and strategic business goals.
Making a positive impact on the world by improving building performance and driving down carbon emissions
Having a huge impact on Bueno’s team and business
Working across a diverse set of technical, business, and service responsibilities and stakeholders
Having fun with a caring, helpful team with great culture
Empathise with their business and personal objectives, challenges, and requirements to help position our software as an important part of the solution.
~ Lead the onboarding process for new and prospective clients while collaborating in cross-functional teams, including sales, product, and services, to ensure a seamless transition and successful implementation of our software.
~ Tailored Services and Support - Lead the process of understanding customers’ unique needs to develop analytics services and reporting that utilises building data to solve their problems and improve their daily operations.
~ Planning for Customer and Partner Success - Develop and execute strategic success plans, aligned with clients' business and personal objectives. Identify opportunities for product adoption, expansion, and upselling to our account management team while consistently demonstrating the value of our software.
~ Responsive Issue Support
- Serve as the primary point of contact for client inquiries, issues, and escalations beyond that offered by our basic monitoring/support teams. Empower with Training and Education - Conduct product training sessions for clients to facilitate their understanding of our software's features, functionalities, and best practices. Provide ongoing education and guidance to ensure clients get the most out of our product.
~ Customer Feedback and Advocacy
- Actively gather client feedback to advocate for client needs and requirements, collaborating with account and product management to provide in-depth insights into client pain points and drive enhancements to customer experience and software.
~ Transparent Performance Tracking - Monitor and analyse key customer success metrics, such as adoption rates (MAU/WAU), renewal rates (NRR). Prepare reports and executive summaries on customer success activities, outcomes, and challenges.
~ Cross-Functional Collaboration
- Maintains effective cross-functional collaboration and communication to deliver a seamless customer-centric experience.
Client Retention
- Maintain our target Net Revenue Retention (NRR) by providing exceptional support and driving product adoption.
Client Growth
- Grow our target NRR by working with the account management teams to smoothly onboard new clients while cultivating expansion opportunities.
5+ years of building and energy analytics, optimisation or similar technical experience
~3+ years of client-facing work in a customer success or service role
~ Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations, measurement and verification (M&V)
~ Strong market knowledge of built environment and building services
~ Strong ability to work in cross-functional remote teams
~ Excellent project and task management skills
~ Demonstrated proactiveness and ability to self-manage in a remote work environment
~ Must be able to work full time in the UK and EU
Experience with working in or closely with software product teams
Compensation
Competitive salary and equity that reflects your experience, skills, and contributions
Generous paid time-off, holidays, and self-care days
Support for coworking spaces for those who want a more in-person work environment
Flexible remote work with some travel (up to ~20%) to clients locally and the EU
An energy manager or building services consultant with the desire to build business relationships to help buildings and clients over time rather than with one-time projects.
A smart buildings expert that wants to follow-through on their recommendations and help buildings and clients realise the potential of building automation.
A sales engineer looking to dig deeper beyond the initial sale to support clients in their journey in adopting Bueno’s platform as part of their core business strategy.
Anyone who has the building technical skills alongside the ability to build strong client relationships, work well in teams, and think both operationally and strategically
Is
customer-focused
, listening and caring about their goals to achieve joint success
Champions
quality
solutions that deliver excellence for our customers and for the planet
Brings
their true selves
everyday to their work while supporting the authenticity of their teammates
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.