Customer Engineering Manager

Willow builds an Operational AI platform for the built world, helping organizations manage and optimize complex buildings through connected physical, operational, and human data. The Customer Engineering Manager will lead end-to-end customer onboarding, coordinate cross-functional delivery teams, guide technical implementations, and drive customer value and adoption.

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

Requirements:

• 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