Customer Success Engineer

Avani Solutions

Customer Success Engineer

Job Description

About Avani Solutions

We are a diverse team of professionals united by a deep commitment to preserving and enhancing environments through innovative technology solutions. Via the Avani platform, we provide precise, real-time insights and automation for real estate portfolios, designed to eliminate wasted resources.

Powered by our unique ability to integrate data from any building, we possess the capability to generate actionable insights from diverse building data and automate intelligent algorithms to improve building operations in real-time. As a result, clients achieve ongoing changes in building operations and occupant behaviour.

Our unwavering dedication lies in unlocking a greater impact for our clients, for our people, and for our planet. Together, let's create a more sustainable world.

The Role

Located in our Perth CBD or Sydney CBD Office, the Customer Success Engineer will be an integral part of Avani's customer success team, reporting to the Head of Customer Success. You will serve as the primary product champion and expert for some of our deployed solutions, product features, and support pipelines. You must possess excellent analytical and troubleshooting skills, as well as strong customer-facing skills.

This role is designed to 'turbo-charge' growth in our customer success operation.

You will play a key role in managing the day-to-day operations and management of our implemented solutions, driving the adoption of our products, securing contract renewals, and developing internal knowledge and processes.

The Responsibilities Include

• Develop a deep understanding of the Avani platform functions and the most effective methods for deploying the platform to meet customer requirements.
• Provide proactive solution maintenance and deliver technical services to optimise system performance.
• During the implementation stage, interface with the implementation team to engage with clients to ensure successful deployment, configuration, and use of our solutions.
• Use the platform and other tools to analyse the data collected from client sites and work with the Customer Success team to identify opportunities to enhance the benefits that the client derives from the platform.
• Oversee and guide third-party partners to ensure technical work aligns with standards and client requirements.
• Develop, maintain, and update service procedures and support documentation to ensure consistent and effective service delivery.
• Promote best practices, educate customers on advanced features, and encourage active product usage to maximise value.
• Collect and analyse feedback from clients and the broader customer success team, translating insights into actionable technical requirements and contribute to marketing case studies.
• Interface with the Technology team in deployments, QA issues and product improvements, providing insights about customer needs and solutions.
• Identify opportunities for upselling and provide technical expertise to support sales and marketing initiatives.
• Monitor technical aspects of contract renewals to ensure seamless transitions and maintain strong client relationships.
• Supervise and evaluate support ticket resolutions, handling complex technical issues that exceed frontline support capabilities.
• Travel locally and interstate is required (~15% per annum).

Mandatory Skills and Experience

• Experience in the energy, sustainability, or building services industries.
• Excellent independent problem-solving skills using data analysis or logical reasoning.
• Excellent communication skills, both written and verbal, including internal communications, client user communications, and client executive-level communications.
• Ability to run customer meetings and act as the main point of contact.
• Proficient in SQL and Tridium Niagara.
• Deep passion to drive energy savings and automation, and advocate for Avani.
• Strong team ethic with a demonstrated capability to work effectively within the team and help achieve positive outcomes for staff and clients.
• Exceptional abilities and skills in analysing issues and troubleshooting.
• Proficient in synthesising and articulating complex technical concepts to diverse audiences.
• Maximising the resources available to the organisation to help maximise the growth of the company.
• A passion for making a difference using data and technology, combined with a strong personal drive and commitment.
• Excellent organisational and prioritisation skills to handle multiple client engagements and internal collaborations.
• Demonstrated business acumen and some level of strategic thinking to contribute to a growing customer success team.
• Courage to challenge the existing processes and conventions constructively while respecting others' contributions.

Desirable Skills and Experience

• Data processing and analysis skills (especially for time series data).
• Work experience in commercial or retail real estate or facilities management.
• Proficient in Python or any other scripting language.)
• Demonstrated general knowledge in server infrastructure (bare-metal and virtualised), Windows OS equivalent, cloud services, REST API, IoT, networks, and databases.
• Experience working with customers and software developers in SaaS, preferably with enterprise or B2B clients.
• Workflow automation skills (e.g. API integration with Jira, Notion, etc).
• Familiarity with connectivity and productivity apps such as Microsoft Teams, CRM (Hubspot), issue management (Jira), Notion, etc.

Key Success Measures for The Role (KPI's)

• Customer objectives achievement.
• Issue resolution time and efficiency.
• Customer retention and upselling rates.
• Contribution to improvements in processes, operations and initiatives.

What We Offer

• Competitive compensation.
• Unbelievable organisational culture.
• Experience in a growing technology company.
• Opportunities to grow and develop within the company.
• Training and mentoring to enhance your skills, knowledge and career development.
• Employee Assistant Program (EAP).
• Monthly Fun Club.
• Other benefits.

Contact Information

Hiring Managers

• Kevin Liang:
• Dave Van Dyk:

If you don't meet all the requirements or have the necessary experience but think you could be a good fit, please apply.