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Honeywell
,
Bracknell, Berkshire
Customer Success Manager
Overview
Job Description
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. What are we looking for? We have a great opportunity for a Customer Success Manager to join our growing team within Honeywell Connected Enterprise to be primarily based out of Bracknell, England, although this exciting role will be predominately focused on visiting Customers across Europe. What will you be doing? The Customer Success Manager (CSM) will own one or more customer relationships to retain revenue and to grow the connected engagement. The CSM will be involved in the entire customer lifecycle from pre-sales, on-boarding / pilot through the duration of the subscription period. The CSM establishes deployment goals and success factors and then develops a plan to carry them out successfully; oversees implementation. Assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams Maintain 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 identify churn risk and work proactively to eliminate that risk; driving adoption and usage The CSM provides basic technical support and knows all the necessary support channels if detailed technical support is required You will work closely with Product and Development teams on identification and tracking of enhancement requests and bugs along with usage trends and customer feedback You will function as the voice of the customer and provide feedback on how the offering can better serve our customers The Customer Success Manager will develop and constantly improve processes to engage customers and provide recurring value while working in close collaboration with sales for sales support, Drive customer success while embedding in with the Honeywell field teams to build a cohesive and collaborative working engagement.