Customer Success Rep

Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.

As a Customer Success Manager at Honeywell, 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. You will demonstrate knowledge/competency in the  platform Honeywell and helps the customer achieve the value committed with high focus to accelerate the first time to value. Being a subject matter expert, you 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.

KEY RESPONSIBILITIES

• 1. Own one or more customer relationships to retain revenue and to grow the monthly recurring revenue. 

• 2. Be involved in the entire customer lifecycle from pre-sales, on-boarding / pilot through the duration of the subscription period.
• This includes building, maintaining and presenting customer centric support/usage scorecards and reports. 

• 3. Assist in the design and development of documentation for exceptional onboarding, training, & adoption along with     BestPractice Sharing amongst all Teams 

• 4. Drive product adoption with the customer and ensure quick time to value, provides basic technical support and engages any necessary support channels if detailed technical support is required. 

• 5. Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs. 

• 6. Provide customer guidance and/or standardized training to ensure software and processes are understood and maximized 

• 7. Monitor accounts and track usage to minimize churn and work proactively to eliminate any risk while driving adoption.
• 8. Establishes deployment goals and success factors and then develops a plan to carry them out successfully; overseesimplementation.
• 9. Work closely with Product engineering and Development teams to identify and track enhancement requests, bugs along with usage trends and customer feedback.
• 10. Provide feedback on how the offering can better serve the customer.
• 11. Work in a team cantered environment to develop and constantly improve processes to engage customers and provide recurring value.
• 12. Collaborate closely with sales for sales support, support negotiations, and to ensure timely renewals of existing contract customers.
• 13. Build value-based relationships with customers ensuring that they remain delighted with the product; define and conduct QBRs (quarterly business reviews) and EBRs (Executive Business reviews) as needed/ defined in the sales process - a consistent cadence of customer coverage
• 14. Identify the right business use cases where future offerings can be applied and work with sales to capture these high-quality leads.
• 15. Work with the marketing team to execute standardized customer surveys, case studies, and usability tests.