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Sr. Customer Support Mgt. Professional

Honeywell International

Honeywell International

Customer Service
Calgary, AB, Canada
Posted on Friday, June 7, 2024

Innovate to solve the world's most important challenges

Aftermarket Service Manager Responsibilities and Qualifications

Responsibilities:

  • Manage the assigned customer contracts in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process.
  • Improve customer satisfaction, net recurring revenue, and engineering activities in the contract, including repair, migration, and upgrades.
  • Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
  • Serve as a product, company, and industry ambassador, keen on educating customers on the capabilities of our solutions.
  • Create an optimized and data-led model of the customer journey (plan for every customer), then make sure all internal stakeholders are aligned.
  • Collaborate with sales and marketing to create and optimize upsell and cross-sell strategies.
  • Conduct weekly, quarterly, and annual customer business reviews to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met.
  • Evaluate risk management for each customer and proactively evade dissatisfaction or lost business, ultimately driving retention throughout the customer life cycle.
  • Provide insight and relay the voice of the customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering.
  • Monitor customer health across assigned accounts, including overall product usage, depth and breadth of usage, length of customer engagement, need for support, survey results, product feedback, community involvement, and overall relationship.
  • Drive net recurring revenue growth.
  • Ensure delivery of engineering services on time and above customer expectations.
  • Identify upsell/cross-sell opportunities within the assigned account.

MUST HAVES:

  • Minimum 5 years of experience in Refining/ Petrochemicals industry or associated software offerings such as Advanced Process Control, or Operator Training Simulator or Operations/ Alarm Management or Asset Performance Management, Production Accounting/ Mass Balance, Historian and Analytics, etc.
  • Degree in engineering.
  • Flexible for 20 to 40% travel across Canada depending on business need.
  • Excellent customer interaction skills – the ability to interact with customers, manage their expectations, and build long-term relationships.

WE VALUE:

  • Chemical Engineering.
  • MBA or post-graduate qualifications in a related discipline are desirable.
  • Refinery or Petrochemicals operations experience.
  • Knowledge of Industrial customer success management, product management, project management, or engineering management.
  • Customer Industry business driver knowledge that enables customer value discussions in our major industries of Oil Refining, O&G, LNG, Chemicals, and Mining/Mineral Processing.
  • Good understanding of regional customers - culture and dynamics.
  • Ability to influence leadership

Additional Requirements:

  1. Customer Success Certifications will be preferred.
  2. Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
  3. Self-motivated.
  4. The ability to work under pressure.
  5. A strong commitment to safety and a safe working environment.
  6. Ability to develop and maintain strategic customer relationships.

Additional Information

  • JOB ID: HRD230357
  • Category: Customer Experience
  • Location: 4411 6 Street Southeast,Calgary,Alberta,T2G 4E8,Canada
  • Exempt