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Customer Success Leader-National Accounts

Company: Johnson Controls, Inc.
Location: Tempe
Posted on: June 6, 2021

Job Description:

The North American National Accounts Team serves as Johnson Controls authorized interface for some of our largest customers with centralized decision making. We develop and maintain effective relationships with both clients and our local branches in order to achieve customer outcomes across all of our lines of business while driving growth. We work closely with both centralized and local operational, service and support teams throughout North America to meet or exceed client expectations.

What you will do:

The Director of National Accounts - Solutions & Services, will be responsible to lead a team of sales professionals who are responsible for some of JCI's largest most strategic customers across all of our building technology domains (Security / HVAC and Fire) within a given geographic territory or vertical market in a large matrixed organization.

The ideal candidate will be a:

  • Results driven growth leader across all of JCI's solutions and services - Fire, Security, & HVAC.
  • Be a strategic thought leader and both create their own and implement company account management strategies in an effective manner.
  • Create an effective team based culture that motivates and inspires a diverse work force and coach and develop a high performance team.
  • Have a drive for world class results through effective pipeline and opportunity management.
  • Drive voice of the customer relative to new products, services and technology.
  • Lead JCI's digital transformation within national accounts with organizational support focused on Digital enabled services.
  • Considers costs of sales as a percent of sales as a key metric while driving growth.
  • Leverages inside sales support to improve overall sales productivity

How you will do it:

  • Oversee the management of numerous key client relationships through effective strategic account planning and execution, as well as alignment of internal resources with key client decision makers. You will work with your team to maximize customer wallet share of both solutions installation and on-going services. This person will work closely with our digital solutions team to provide customer specific insight to leverage technology for better user experiences and identifying unmet customer needs.
  • The team will work with the product business units by providing client facing input on existing products, future development pipeline, product integration capabilities and new product development required to help their clients achieve their desired outcomes.
  • This role is designed to lead the national account teams' strategic direction and to be the single point of contact for our customers from a JCI Enterprise perspective representing all solutions and services in all domains. Key performance indicators include: meeting or exceeding assigned budget, driving profitable growth, customer satisfaction and expanding share and margin within assigned account base.
  • The National Accounts Team Leader will report to the leader of national accounts and will be expected to work effectively with peers, create / update on a quarterly basis and share their teams' strategic account plans, ensure quarterly business reviews are held and maintain an accurate and up-to-date pipeline in order to meet or exceed annual sales objectives. Operates in an organization that requires collaboration and active teaming with senior executive business leadership, several internal functional positions and local market operational organizations in order to serve customers and maximize results.
  • Clearly understanding our clients' goals and helping them achieve key business outcomes with a team based approach.
  • Oversee the Engagement, qualification, and creation of strategic account plans including insight maps and relationship maps/organizational alignment within each account.
  • Assign account based quotas to strategic sales professionals that provides confidence in meeting or exceeding assigned budget and related growth objectives on a monthly / quarterly / annual basis.
  • Increases JCI share across targeted National Account base to establish company leadership and sustain business growth. Develops and executes short- and long-term business plans. Produces accurate forecasts for business and local market financial objectives.
  • Manages assets (people, financial and material) in a manner that meets or exceeds profitability goals.
  • Utilize business acumen in order to understand the customer's unique business requirements and provide input required to continually evolve the Johnson Controls value proposition.
  • Build direct relationships with top key clients and serve as a point of escalation for customer satisfaction issues for your team. Monitors customer satisfaction and takes action to address satisfaction issues in a prompt and non-defensive manner.
  • Work with human resources, talent management and director to develop existing team and, identify, hire, on-board and develop other account mangers within scope of responsibility as required.
  • Work closely with all business divisions and geographic regions to meet or exceed demanding customer requirements.
  • Building and maintaining internal relationships within sales, operations, service as well as coordinating with numerous functional contacts and is a requirement to ensure successful pre and post-sales support of our client's needs.
  • In certain cases, ensure that teams' assigned accounts have an active and informed Executive Sponsor that participates in high level relationship building and escalations when appropriate.
  • Acts and manages the business with honesty and integrity, following the highest ethical standards; complies with all local, state and Federal regulations.

What we look for:

Required:

  • Bachelor's Degree in Engineering, Business, Marketing or relevant education/work experience.
  • 10+ years of direct experience in strategic end-user sales. Building technology space preferred.
  • 10+ years of strategic sales leadership experience and proven track record of both teambuilding and driving effective sales growth strategies via matrixed teams.
  • Strategic Account Planning and end-user relationship leadership skills.
  • A self-motivated team player with exceptional internal and external relationship development and communication skills both in-person and remotely.
  • This person will possess both account management and business development acumen and have a proven track record of understanding clients' businesses, their corporate goals and objectives and leading teams via consultative sales approaches.
  • A proven track record of successfully leading diverse groups in a matrix style organization is essential.
  • Has a broad knowledge of building systems, technology and energy management as well as facility service practices.
  • Ability to maintain a balanced business approach, combining focus on the customer, quality and people to achieve/exceed performance targets.
  • Communicates clearly and consistently at all levels of the organization. Articulates a vision and sense of purpose for both the current and the future business states. Is experienced in incorporating data and business process information into encompassing communication opportunities. Skilled in 2-way communication and utilizes it to create a strategic advantage and enhance employee engagement.
  • Willing and able to travel a minimum of 50% of the time.

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, 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/careers.

Keywords: Johnson Controls, Inc., Tempe , Customer Success Leader-National Accounts, Other , Tempe, Arizona

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