Head of Success - Building Management Technologies

Our Client is part of a group of company’s centered around the Net Zero agenda. As a green thinking group they are actively involved in the verification, monitoring, capture and offsetting of carbon emissions related to the built environment, technically advising and facilitating a roadmap to a cleaner more environmentally responsible future. Part of the group’s many offerings is supplying their customers ground-breaking software, providing a highly intelligent platform to analyse building performance and energy usage. The system then translates these scientific comparisons into actionable insights and allows users to take steps leading to future consumption being optimised, forecast, and controlled much more accurately than before. It doesn’t matter whether an organisation is accountable for one building or a large estate, spread across the country or around the world, the platform delivers multiple benefits across new build or existing building stock for environmentally conscious developers, facilities providers, investors and beyond. As the demand for this software increases, the business is looking to hire a Technical Project Manager to oversee the onboarding process and ensure the smooth installation and setup of all integrated services for new and existing customers. This client facing role will bridge technical support with the development of current and new business, requiring a high energy customer facing individual with the drive and professionalism to go the extra mile. Description Your role will be to support the wider business by owning the critical link between client and business. You will own the client relationship and have the ability to onboard the software solution initially but also identify upsell opportunities. This position involves working with our clients to on-board their projects to the platform in a seamless way. You will also take the lead in arranging client meetings, both internally and externally, along with the coordination of training days as well as assisting with the updating and dissemination of supporting product material. Responsibilities: * Take overall ownership of customer experience, from onboarding new customers to renewals and upsells. * Work with product & sales to build a seamless self-service experience. * Aim to increase the onboarding speed and reduce service escalations. * Act as the main point of escalation for customer service issues. * Build playbooks to improve key metrics such as go-live time, retention, satisfaction, etc. * Build and report on forecasts, defining goals and KPIs for your function. * Eventually, manage a high-performing team, including coaching and mentoring. Required Skills: * Previous experience in a Customer Success / Customer Experience leadership role. * Proactive, self-starter who enjoys working with a sociable team * Flexible & adaptable with the ability to handle changing priorities. * Experience working in a high-growth B2B SaaS Startup or Scale-up. * Ideally, you’ll have previous experience in Building Management Technologies. * Experience with a product-led approach to customer success. * To be comfortable working with data sets to develop and execute processes. * Technically minded with a desire for progression within the business. * High levels of emotional intelligence, able to engage and speak with customers as required. Desired Skills * Previous experience managing a team, ensuring accountability and continuous improvement