As a Customer Success Manager, you will work to ensure a customer’s journey from purchase to productivity is smooth and well managed. You will monitor customer health and establish a cadence of customer interactions that ensure each customer you support is receiving maximum value from Honeywell HCE Worker product suite.
The CSM demonstrates knowledge/competency in the HCE Connected Worker Product Suite and helps the customer achieve the value committed with high focus to accelerate the first time to value.
The CSM is the subject matter expert and will identify the right business use cases where future offerings can be applied and work with sales to capture these high-quality leads to influence upsell and cross sell of the product suite.
Ideal candidates should be comfortable with direct customer contact, technology consultation, up-selling/cross-selling, communicating with executives, process improvement and building strong and sustainable customer relationships. Responsibilities will include external customer support and internal process reengineering activities.
The position reports to the Operations Leader of Connected Worker organization and is part of a customer focused, self-managed team.
Bachelor’s degree in a business or related area.
Fully Bilingual in English.
Must have 3-4 years of account management experience within a success software-oriented business.
Experience in managing customers’ expectations both large and small and knowing how and why to manage each differently.
Proven track record of being a revenue driver, is proactive, success oriented, analytics focused and predictive
Excellent organizational and project management skills
Exemplary written and verbal communication skills
Exemplary facilitation, negotiation and decision-making skills
Strong listening and coordination skills to understand the customer’s concern and able to work along internal and external technical teams to successfully resolve them
Possess the ability to manage ambiguity and find solutions for customers that match the technology offerings within the business.
Drive customer success while embedding in with the Honeywell field teams to build a cohesive and collaborative working engagement.
Self-starter with a strong desire to work within a high performing, self-directed team
Sales force. Jira Core and marketing software knowledge.
Executive engagement skills and ability to manage relationships with decision-makers
Strong and proven experience building and managing customer relationships
Demonstrated experience in multiple vertical markets
Comfort with ambiguity and a bias to work with a team to “fill the organizational gaps” when they occur
Experience working globally and ability to travel
10+ years’ experience in a customer facing role; preferably at a SaaS company