Our Mission: At CIM, our product vision is to help teams run better buildings with ease, for a sustainable future. We focus on simplifying complex building data and technology, making it accessible and actionable for people who own and operate buildings, directly contributing to the fight against the climate crisis. 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. 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 Peak helps reduce by enabling property operations teams to work smarter and more collaboratively. 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. 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. What you’ll do: As a Customer Success Engineer at CIM, you’ll work alongside a CSM to partner on assigned client portfolios, where your primary objective will be to deliver an unparalleled customer experience, with an aim to expedite the adoption of our platform and promote strong ongoing engagement across the client’s entire 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. Create multiple champions across several functions within each site (e.g. facilities, operations, sustainability, 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. Oversee technical HVAC activities, including understanding, evaluating, and configuring diagnostics to perform automated fault detection on customer’s HVAC equipment. Ensuring clients and partners are delivered and supported with the highest quality fault detection and diagnostics product. Maintain regular, open communication with building operations teams, maintaining a cadence of regular on site visits. 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 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. Full drivers licence required. Preferred Experience (but not required) : Experience with energy analysis Knowledge of local building rating systems (NABERS, ISO50001, etc.) Who you’ll work with: This role will report to the Global Head of CS and will work alongside a Sydney based Customer Success Manager (CSM) Key internal stakeholders are the wider CS team, as well as sales, marketing, and product teams Our values: Each day you deliver your role with our CIM Values front of mind: Building Joy - Our work provides customers with superpowers enabling them to be brilliant at what they do. Create with Meaning - doing work that matters is in our DNA. We never underestimate the climate challenge we face and the impact we can have It’s Urgent - We take initiative, fix problems and act with real urgency. Why - because the planet can’t wait Curiosity Ignites - Trust your instinct, follow a different path. We believe there’s always a better way Expert Learners - With a mix of brilliant mind, extraordinary thinking and unique skills, we mentor, share ideas and collaborate. Our learning has no end. Be a Legend - Empathy over ego. We are in this together and we look out for each other. What else can we tell you: Receive a market competitive salary and benefits package Access a range of employee perks, ranging from catered meals and drinks, referral bonuses and access to wellbeing tools Work full time, Monday to Friday, with flexibility for both in office and remote work Receive a company laptop and phone (or phone allowance) - having the reliable, quality tools to do your job is essential, and we’ll provide you with them Access to 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 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 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.
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