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Customer Success Manager

Honeywell International

Honeywell International

Administration
Calgary, AB, Canada
Posted on Friday, June 7, 2024

Join a team recognized for leadership, innovation and diversity

Honeywell Building Solutions is a $2.5B strategic business unit inside of Honeywell’s Global Building Technologies Business. HBS installs and maintains the systems to help keep buildings and facilities connected, safe, secure, comfortable, and cost-efficient and is a leading provider of energy efficiency solutions worldwide.

This is a newly established role that will be responsible for implementing regional customer support initiatives for the HBS Service Business. HBS Services has grown to more than $1.3B in revenue and services tens of thousands of buildings worldwide. As our customer evolves, we must evolve the service we provide by ensuring seamless onboarding for new services and world class customer responsiveness when issues arise.

In this role, you will be responsible for ensuring that the HBS Regional Services Business reaches the top percentile in terms of the industry standard customer experience metrics, and you will work with our customers to understand how they measure success in partnering with Honeywell and work with the Regional HBS Service team to achieve and surpass customer expectations. In addition, you will support the onboarding of new service introduction in partnership with the appropriate product and regional leadership teams. You will partner with the Regional General Manager and Regional Sales Teams to capture growth leads throughout the customer journey.

KEY RESPONSIBILITIES:

  • 50% Customer health and retention; You will monitor your accounts’ health and proactively identify and mitigate churn risk, and function as a voice of the customer and provide feedback on how our solutions can better serve our customers.
  • 45%Customer success/ customer value realization; You will be involved in the entire customer lifecycle from pre-sales, on-boarding / pilot through the duration of the subscription period, work with our customers to define how they view success, measure those outcomes, develop a delivery plan, and train and partner with the Service teams to meet and exceed those targets, assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams, and develop and constantly improve processes to engage customers and provide recurring value while working in close collaboration with sales for sales support, negotiation support, and renewals with existing customers
  • 5% Lead generation and partnership with sales; You will own multiple customer relationships to retain and grow revenue, maintain a deep understanding of our solutions and communicate with customers about the most relevant features/functionality for their specific business needs, partner with Regional Honeywell Connected Enterprise & HBS Operations to drive adoption and onboarding of Honeywell Digital initiatives, identify the right business use cases where future offerings can be applied and work with sales to capture these high quality leads

YOU MUST HAVE

  • Minimum of 5 years of experience with thorough knowledge of Service type of business and or customer success processes.
  • Minimum of 5 years experience working in a multi-national, matrixed organization.
  • Fluent in verbal and written English business communication.
  • Intermediate Experience PowerPoint and Excel Skills

WE VALUE

  • Bachelor’s degree in business, Technology, or another related field
  • Customer Facing experience
  • Experience with SFDC
  • Experience with SAP
  • Additional languages an advantage

Additional Information

  • JOB ID: HRD230423
  • Category: Customer Experience
  • Location: 4411 6 Street Southeast,Calgary,Alberta,T2G 4E8,Canada
  • Exempt