Associate Customer Success Manager

Johnson Controls•Chicago, IL

1d•Onsite

About The Position

What you will do The Associate Customer Success Manager functions as a traffic subject matter expert for new and existing mid-market customers; responsible for managing ongoing relationships and identifying/implementing traffic driven business solutions to assist in driving customer revenue. This role works closely with Mid Market Sales Managers pre and post-sale to deliver mission critical insights for our customers and to drive continual ROI on ShopperTrak’s systems and services. This role’s focus is to ensure high levels of customer satisfaction leading to revenue retention and growth. Customer Success Managers understand customers’ opportunities, as presented in a data analysis, qualify opportunities based upon the customer’s expressed business challenges and jointly build a plan to drive results. This role also has a focus on change management and how to not only present the plan, but assist where requested, in implementing the plan to the customer’s organization. How you will do it Retain client revenue through delivery of key value add activities such as routine analysis, reporting training, data utilization coaching, and resolution of customer escalations Develop account plans to enhance customer satisfaction and mitigate attrition risk Work closely with sales team to properly scope pilot guidelines to ensure successful execution Lead clients through the results driven pilot process, including filed training and implementing best practices based on identified opportunities to maximize rollout protentional Recognize up-sell possibilities to new products by understanding the customers’ needs and following through with internal partners Conduct routine meetings with clients to ensure ShopperTrak is meeting clients’ existing and future business needs Manage mid-market client accounts (up to 75 stores) and serve as the primary contact with a high degree of integrity at all times Serve as internal voice of customer across ShopperTrak departments including Solutions, Marketing, Finance, Operations, and Technology Have a working knowledge of complete systems and the flow of data to the customer facing components Other duties as assigned What we look for Qualifications EDUCATION/CERTIFICATION: BS/BA required REQUIRED KNOWLEDGE: Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint) required. EXPERIENCE REQUIRED: Three or more years of account management, customer service, or business experience required. Retail industry experience preferred – at the store or corporate level. Skills/Abilities Exceptional oral and written communication skills, including presentation skills High degree of critical thinking skills Customer-focused Ambitious, able to work independently, able to organize workload efficiently Results-drive with excellent follow-through Able to travel up to 10% of the time Proven sense of urgency in competing daily tasks and meeting deliverables PHYSICAL/WORK ENVIRONMENT: Fast paced with significant people interactions. No lifting over 20 pounds, with minimal reaching, bending, and stooping. Normal open office environment with long hours in front of the computer. OTHER NECESSARY REQUIREMENTS: Occasional evening or weekend duties may be required. Who we are Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou. HIRING SALARY RANGE: $73,400 - $91,700 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here. Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

Requirements

BS/BA required
Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint) required.
Three or more years of account management, customer service, or business experience required.
Exceptional oral and written communication skills, including presentation skills
High degree of critical thinking skills
Customer-focused
Ambitious, able to work independently, able to organize workload efficiently
Results-drive with excellent follow-through
Able to travel up to 10% of the time
Proven sense of urgency in competing daily tasks and meeting deliverables
Fast paced with significant people interactions.
No lifting over 20 pounds, with minimal reaching, bending, and stooping.
Normal open office environment with long hours in front of the computer.
Occasional evening or weekend duties may be required.

Nice To Haves

Retail industry experience preferred – at the store or corporate level.

Responsibilities

Retain client revenue through delivery of key value add activities such as routine analysis, reporting training, data utilization coaching, and resolution of customer escalations
Develop account plans to enhance customer satisfaction and mitigate attrition risk
Work closely with sales team to properly scope pilot guidelines to ensure successful execution
Lead clients through the results driven pilot process, including filed training and implementing best practices based on identified opportunities to maximize rollout protentional
Recognize up-sell possibilities to new products by understanding the customers’ needs and following through with internal partners
Conduct routine meetings with clients to ensure ShopperTrak is meeting clients’ existing and future business needs
Manage mid-market client accounts (up to 75 stores) and serve as the primary contact with a high degree of integrity at all times
Serve as internal voice of customer across ShopperTrak departments including Solutions, Marketing, Finance, Operations, and Technology
Have a working knowledge of complete systems and the flow of data to the customer facing components
Other duties as assigned