Sr Customer Success Representative - Hvac

Improve business and family comfort, protection and productivity

The future is what you make it.
When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars.
Working at Honeywell isn’t just about developing cool things. That’s why all our employees enjoy access to dynamic career opportunities across different fields and industries.
Are you ready to help us make the future?


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 Connected Building product suite.

The CSM demonstrates knowledge/competency in the HCE Connected Building Product Suite and helps the customer achieve the value committed with high focus to accelerate the first time to value.

The CSM will become a 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 have experience with direct customer contact, technology consultation, up-selling/cross-selling, communicating with executives and process improvement.

KEY RESPONSIBILITIES:

• The Customer Success Manager (CSM) will support customer relationships to retain revenue and to grow the monthly recurring revenue.
• The CSM will 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.
• The CSM will assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams
• The CSM will help drive product adoption with the customer and ensure quick time to value.
• The CSM develop a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
• The CSM Monitors accounts and tracks usage to minimize churn and work proactively to eliminate any risk while driving adoption. The CSM establishes deployment goals and success factors and then develops a plan to carry them out successfully; oversees implementation
• The CSM will work closely with Product engineering and Development teams to identify and track enhancement requests, bugs, and usage trends and customer feedback - provide feedback on how the offering can better serve the customer. The CSM will work in a team centered environment to develop and constantly improve processes to engage customers and provide recurring value.
• The CSM will work in close collaboration with sales to ensure timely renewals of existing contracts.
• The CSM will build value-based relationships with customers ensuring that they remain delighted with the product; help define and support QBRs (quarterly business reviews) and EBRs (Executive Business reviews) as needed/ defined in the sales process.
• The CSM will identify the right business user cases where future offerings can be applied and work with sales to capture these high-quality leads.
The CSM works with the marketing team to execute standardized customer surveys, case studies, and usability tests.

MUST HAVE:

• 1-2 years of account management experience within a success software-oriented business.
• Experience in Facility Management, HVAC systems or Building Management Systems

WE VALUE

• Customer facing engagement skills and ability to manage relationships with decision-makers
• Experience in overseeing deployment and usage projects
• 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
• Demonstrate 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.
• Demonstrated experience in multiple vertical markets
• Salesforce, Jira, and marketing software knowledge is a plus

Additional Information

• JOB ID: req439551
• Category: Sales
• Location: 855 S Mint St,Charlotte,North Carolina,28202,United States
• Exempt

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.