Sr Customer Success Representative - HVAC - REMOTE

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.

The annual base salaryrange for this position in California and New York (excluding most majormetropolitan areas), Colorado, Connecticut, and Hawaii is $80,000-$100,000.

For Washington and most majormetropolitan areas in New York & California, the annual base salary rangeis $85,000 - $105,000.

Please note that this salary information serves as ageneral guideline. Honeywell considers various factors when extending an offer,including but not limited to the scope and responsibilities of the position,the candidate's work experience, education and training, key skills, as well asmarket and business considerations.

This position is incentive plan eligible.

KEY RESPONSIBILITIES :

• Support customer relationships to retain revenue and to grow the monthly recurring revenue.
• 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.

• Assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams
• Drive product adoption with the customer and ensure quick time to value.
• Develop a deep understanding of the product and communicate with customers about the most relevant features / functionality for their specific business needs.
• Monitors accounts and tracks usage to minimize churn and work proactively to eliminate any risk while driving adoption.
• Establishes deployment goals and success factors and then develops a plan to carry them out successfully; oversees implementation
• Works 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.

• Works in close collaboration with sales to ensure timely renewals of existing contracts.
• 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.
• Will identify the right business user cases where future offerings can be applied and work with sales to capture these high-quality leads.
• Works with the marketing team to execute standardized customer surveys, case studies, and usability tests.
• Travel up to 50%

MUST HAVE :

• 1-2 years of account management experience within a success software-oriented business.
• Experience in HVAC systems

WE VALUE

• Experience in Facility Management or Building Management Systems
• 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

The application period for the job is estimated to be 40days from the job posting date; however, this may be shortened or extendeddepending on business needs and the availability of qualified candidates.

Benefits