Technical Account Manager - BMS/IOT

Senior Technical Account Manager - BMS & IOT

Stratford, East London

Permanent - 37.5 hours

Up to £50k + Package

The Company:

Our client is an award winning software company that provides a web-based platform to enable substantial improvements in building performance. The platform enables users to analyse Building Management System data and identify opportunities to reduce energy use & related CO2 emissions, Improve occupant comfort and productivity and enable targeted building maintenance.

Purpose of Role:

• To effect a smooth customer transition from sales opportunity to new account, ensuring that they receive appropriate training
• To meet regularly with customers to support their ongoing needs
• To undertake analysis and commenting of customer's sites
• To identify key stakeholders, integrate with the relevant customer teams, encourage them to renew, and seek opportunities for growth / expansion of, the contract
• Manage, train and develop Account Executives and Technical Account Managers
• Support the Business Operations Team from a technical perspective

Duties and Responsibilities:

• Onboarding new accounts
  • Attend Sales-Ops handover meeting, acquire detailed site information, set up customer accounts
  • Support installation, led by the Technical Services Manager (TSM)
  • Set up initial asset model and views, in collaboration with TSM
  • Arrange and lead kick-off meeting
  • Undertake customer training
  • Deliver in-depth support for first month, with support from TSM
• Ongoing account management
  • Arrange and attend regular customer meetings
  • Identify need for and deliver ongoing training (refresher and new users)
  • Undertake analysis and commenting, creating bespoke reports if required
  • Provide information to assist Business Development in creating case studies
  • Create simple ad hoc lab views, supported by TSM
  • Actively manage outstanding building performance actions in conjunction with customer
  • Review completed actions and ascertain whether actually complete
  • Keep detailed records of all customer information and interactions
  • Contribute to continual improvement of the system, eg analysis, visualisations and usability, from customer feedback and personal experience
  • Contribute to assessment of priorities for bugs, new features and improvements
• Account retention and growth
  • Identify key stakeholders and achieve deep integration with customer at all appropriate levels
  • Support and encourage customer to re-sign contract
  • Actively seek opportunities to grow the contract, where applicable
• People Management
  • Manage Account Executives and Technical Account Managers reporting to this role, including leave, sickness, 1:1s and performance appraisal
  • Support, train and develop Account Executives and Technical Account Managers

Skills & Experience:

Essential

• Significant experience of account management in a technical field, preferably related to building services engineering
• Understanding of building performance, energy efficiency & building controls
• Literate and numerate
• High level of computer literacy
• Good oral and written communication skills
• Ability to plan, prioritise and organise work to achieve objectives on time
• Self-driven, motivated and eager to learn
• Ability to work collaboratively in a team
• Uses initiative and creativity to resolve problems

In terms of the IoT side the below gives a rough idea of some expectations:

• Determining optimal location for, and deployment of wireless sensors for internal environmental quality (Temperature, Humidity, CO2, VOC, etc)
• Integrating IEQ system with BMS (e.g. via BACnet or Modbus where possible)
• Ensuring IEQ system is fully communicating with its cloud service
• Liaising with dev team for cloud-level API integration
• Determining options for energy metering and submetering
• Wireless pulse counters, Optical pulse transducers, Wireless CTs
• Collaboration with and management of meter installation contractors
• Market research of protocol converters
• Selection and configuration of protocol converters

Desirable

• HNC/degree in a relevant discipline, such as building services engineering
• Experience with BMS or building services engineering
• Experience of managing small teams

Any questions please contact matt.baker@cbsbutler.com