[Remote] Customer Engineering Manager
Note: The job is a remote job and is open to candidates in USA. Willow is an Operational AI platform company helping owners and operators of complex buildings connect physical, operational, and human data to improve building operations. The Customer Engineering Manager will own customer onboarding and deployment delivery, lead cross-functional teams, manage customer partnerships and value realization, and provide technical guidance on integrating building systems and implementing platform solutions.
Responsibilities
- Own the end-to-end deployment lifecycle (pre-deployment, deployment, and post-deployment) against clear milestones and the Definition of Done, driving on-time, on-value delivery
- Lead and coordinate cross-functional, cross-group teams (integration, data, SMEs, Solutions Architects, Sales, and Product) across regions, managing dependencies and clean hand-offs
- Prioritize competing demands across multiple customers and workstreams, balancing speed, quality, and value
- Navigate and resolve conflicts across teams and with customers, aligning stakeholders on scope, trade-offs, and decisions
- Manage risks and escalations, and provide clear status and value reporting to customers and internal leadership
- Partner with customers to understand their needs, providing expert guidance and training on Willow’s product and the Skills library
- Own customer health and value realization, including adoption, insights actioned, ROI, and support for renewal and expansion
- Maintain and grow a deep working knowledge of the building industry, from key stakeholders to industry pain points and trends
- Provide leadership for internal teams on how best to implement Skills for a customer’s specific buildings and systems to achieve their high-level goals
- Leverage AI onboarding tooling to accelerate time-to-value, improve onboarding quality, and provide feedback to improve the process and tools
- Partner with Product, Engineering, and Sales to refine product roadmaps and growth plans focused on delivering customer value
Skills
- Bachelor of Science in Engineering, Computer Science, or Software Engineering, or equivalent practical experience
- 5+ years of experience in delivery, engineering consulting, or building systems
- Experience in Mechanical / HVAC engineering consulting or Building Automation Systems
- Strong understanding of engineering fundamentals and building systems
- Experience with automated Fault Detection & Diagnostics, Continuous Commissioning, and Measurement & Verification
- Demonstrated project or program management across complex, cross-functional initiatives
- Strong prioritization, conflict-management, and cross-group collaboration skills
- Excellent stakeholder and executive communication — able to bridge subject-matter expertise to product and engineering teams
- Ability to translate domain expertise into productized solutions
- Experience identifying value through data-driven measures and guiding customers to action or actionable roadmaps
- Adaptable and open to new ideas and approaches for continuous improvement
- US-based, fully remote
- Strong preference for candidates located in WA, TX, NY, CA, NC, NV, MI, MA, MD, IL, GA, FL
- Experience with digital twin or building analytics platforms
- Project or program management certification (e.g. PMP) or equivalent
- Familiarity with BMS / BAS protocols (e.g. BACnet, Modbus) and CMMS / EMS integration
- Experience with data platforms and understanding of data integration and flow
Benefits
- US-based, fully remote
- Medical, dental, vision, STD, LTD, Life & AD&D
- 100% of employee premiums covered; 95% of dependent premiums covered by Willow.
- 401(k) with 100% company match on the first 5% of contributions.
- 20 days accrued vacation + 10 days paid sick leave + 8 paid holidays per year.
- Willow-paid parental leave, coordinated with applicable state leave programs.
Company Overview