Johnson Controls Field Results Specialist in Chicago, Illinois

POSITION PURPOSE: The Field Results Specialist is a traffic analytics subject matter expert responsible for identifying and driving results using specific business solutions. This role within Professional Services will proactivity manage new pilot client accounts and accounts that do not have ShopperTrak fully penetrated in all locations.

Specifically, this role will be responsible for (1) Building field strategies and implement key customer experience initiatives that will achieve results (2) Lead field training programs that improve the customer experience by analyzing client data and identifying specific action opportunities and selling behaviors (3) Utilize extensive retail experience to communicate program goals that are meaningful to field employees (4) Accelerate field adoption and the change management process (5) Identify, share and implement best practices across corporate teams and throughout all levels of the retail field


ESSENTIAL FUNCTIONS AND BASIC DUTIES

  • Lead clients through the results driven pilot process including on site trainings and implementing best practices based upon routine analysis.

  • Deliver executive and director level presentations

  • Build a field adoption strategy within a brand playbook for continued use within the client’s organization

  • Identify, interpret, and deliver key insights in customer data to through routine analysis, reporting services, and client feedback

  • Conduct routine meetings with clients to ensure ShopperTrak is meeting clients’ existing and future business needs

  • Manage client accounts as assigned and serve as the primary contact with a high degree of integrity at all times

  • Educate clients on the functionality and applicability of ShopperTrak’s products, services, and business intelligence

  • Recognize up-sell possibilities to new products by understanding the customers’ needs and following through with internal partners to take action

  • Contribute to the maximization of revenue potential for both ShopperTrak and its customers

  • Champion customers’ business needs through ShopperTrak’s business processes in the most efficient and effective means

  • Facilitate resolution of customer complaints, directing customers to internal resources as appropriate, but remaining as primary point of contact to manage accounts

  • Have a working knowledge of complete system and the flow of data through the internal system to the customer facing components

  • Other duties as assigned

    #external

    EDUCATION/CERTIFICATION: BS/BA preferred in a field such as Business or technical certifications in Project Management.

    REQUIRED KNOWLEDGE: Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint) required. MS Project, SalesForce.com and Google Docs knowledge a plus. Knowledge of ShopperTrak processes and data flow a plus.

    EXPERIENCE REQUIRED: One or more years of project management, training, or business experience required. An understanding of the retail industry and how client organizations are implementing and reporting on traffic information within their organization to drive results. Retail background a plus.

    SKILLS/ABILITIES:

  • Must have over five years of retail experience (with 3-5 years of retail management experience)

  • Over five years of customer service/business experience

  • Experience with in-store analytics system (people counting, measuring shopper conversion rate) is desired

  • Client service mentality – need to have a strong capability to respond quickly to customer requests and give advice/recommendations and be influential in a very client-friendly way

  • Exceptional oral and written communication skills, including presentation skills

  • High degree of critical thinking skills

  • Ambitious, able to work independently, able to organize workload efficiently

  • Results-drive with excellent follow-through

  • Proven sense of urgency in competing daily tasks and meeting deliverables

    PHYSICAL/WORK ENVIRONMENT: Fast paced with significant people interaction. No lifting over 20 pounds, with minimal reaching, bending, and stooping. Normal open office environment with long hours in front of the computer. Travel up to 20% - 40% may be required.

    OTHER NECESSARY REQUIREMENTS: Occasional evening or weekend duties may be required.

Job: *Customer Support

Organization: *Bldg Technologies & Solutions

Title: Field Results Specialist

Location: IL-Chicago

Requisition ID: 1718265