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
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.
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
Requisition ID: 1718265