• Own the customer relationship after implementation — serving as the primary point of contact to ensure exceptional support, maximum platform value, and continued growth. • Work closely with Product, Engineering, and Sales teams to advocate for customers, resolve issues quickly, and introduce new features as they launch. • Conduct regular customer check-ins and business reviews to ensure customers are successfully using Clerq and achieving measurable value. • Monitor customer health scores and proactively address concerns before they escalate into problems. • Respond promptly to customer questions and technical issues, troubleshooting problems and gathering detailed information before escalating to Engineering. • Coordinate with Product and Engineering teams to ensure bugs are resolved efficiently and keep customers informed throughout the resolution process. • Track support trends and identify recurring issues to drive systemic improvements and reduce future ticket volume. • Train customers on new features and best practices, developing webinars, training sessions, and educational materials that drive self-sufficiency. • Identify opportunities to expand customer usage and introduce clients to new integrations, modules, and premium features. • Collect and document customer feedback and feature requests, advocating internally for customer needs and helping prioritize product improvements based on impact.

Traveling Building Automation Systems Specialist Job ID 504887 Organization Smart Infrastructure Field of work Engineering Company Siemens Industry, Inc. Experience level Early Professional Job type Full-time Work mode Hybrid (Remote/Office) Employment type Permanent Location(s) - Albany - New York - United States of America Position Location: This role supports our Latham, NY branch location, which serves customers throughout the greater Albany, NY area. Up to 75% overnight travel (business expenses covered by employer). The FlexForce Building Automation Systems Specialist handles the centralized control of a building's heating, ventilation, air conditioning, lighting, and other systems through a building management system or building automation system (BAS).The objectives of building automation are improved occupant comfort, efficient operation of building systems, reduction in energy consumption and operating costs, and improved life cycle of utilities. As a traveling FlexForce Building Automation Systems Specialist, you will:  - Assist with building automation system startup, ensuring that all systems and components are designed, installed, tested, operated, and maintained according to the operational requirements of the customer. - Work well with others, take ownership, be a team player, and act with integrity. This position reports to the local Supervisor and takes direction from a mentor and Lead Technician.  - Assist with commissioning new Distributed Digital Control System on construction sites. Commissioning is ensuring all systems and components are functioning as required. - Document commissioning details; communicate deficiencies and progress. - Plan work with mentor, Lead Technician, and Team Leader. - Complete commissioning within planned timelines. - Submit accurate time-keeping daily and expenses weekly. - Work overtime when needed.   You will make in impact with these qualifications: Basic Qualifications:    - Electrical and mechanical experience (whether from a previous role or through education) - Must be willing and available to travel up to 75% - including overnight travel - Must be able to demonstrate the ability to read and understand design and construction documents - Must be willing and able to work in a variety of circumstances, including climbing ladders, scaffolds, and high lift equipment, working in ducts, crawl spaces, roofs, basements, above ceilings, and in outside/inside/heat/cold/day/night conditions - Must be able to demonstrate the ability and willingness to differentiate types/colors of wire, use hand tools, laptop, email, smartphone, and tablet and the ability to carry and move equipment and tools weighing up to 50 pounds unassisted - Must be willing and able to work in a team environment providing dedicated support to our customers - Experience with Microsoft Office (Word, Excel and Outlook) - Verbal and written communication skills in English - Must be 18 years of age and possess a valid driver's license with limited violations; must meet eligibility requirements to participate in Siemens' fleet vehicle program - Legally authorized to work in the United States on a continual and permanent basis without company sponsorship  Preferred Qualifications:  - High school diploma or state-recognized GED; Associate degree in electronics or related field - 1+ year of experience with Building Automation systems or HVAC certification - OSHA 30 certified The pay range for this position is $58,976 - $101,102 annual salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

• Develop and maintain trusted advisor relationships with customer stakeholders and executive sponsors. • Manage a portfolio of strategic and complex customer accounts with responsibility for adoption, customer satisfaction, retention, and renewal readiness. • Develop and maintain customer success plans aligned to customer business objectives and desired outcomes. • Conduct Executive Business Reviews (EBRs) and strategic account reviews with customer stakeholders. • Monitor customer health, engagement, adoption, and value realization metrics to identify opportunities and risks. • Serve as the voice of the customer and advocate for customer needs across M-Files. • Proactively identify renewal and retention risks and lead cross-functional mitigation efforts. • Partner with Account Executives to identify expansion opportunities and support customer growth initiatives. • Monitor and manage key customer success metrics including customer engagement, adoption, satisfaction, advocacy, renewal risk, and annual recurring revenue. • Promote customer advocacy and identify opportunities for customer references, case studies, and success stories. • Partner with Customer Support, Professional Services, Product Management, Product Development, Marketing, and Sales teams to drive successful customer outcomes. • Lead complex customer escalations and facilitate resolution across internal stakeholders. • Provide customer insights and feedback to influence product improvements, customer programs, and business priorities. • Contribute to the development and continuous improvement of Customer Success methodologies, playbooks, and best practices. • Provide mentorship, coaching, and guidance to Customer Success Managers and other team members. • Share best practices and lessons learned across the Customer Success organization. • Support onboarding and development of newer team members. • Contribute to strategic Customer Success initiatives and operational improvements.

• Own a portfolio of strategic e-commerce merchants across Route's Post-Purchase Platform. • Manage the full customer lifecycle, including onboarding, adoption, renewals, retention, and contract negotiations. • Monitor account health, renewal risk, and commercial performance to drive long-term merchant success. • Identify growth opportunities and partner with Account Executives to expand merchant relationships. • Support legacy contract migration efforts by transitioning merchants to standard commercial terms. • Participate in executive sponsorship programs and facilitate engagement between Route leadership and key merchant stakeholders. • Build trusted relationships through virtual and in-person customer engagement.