Customer Success Manager – Aftermarket Service Manager

Customer Success Manager – Aftermarket Service Manager

Honeywell Industrial Automation enables our customers to run safer and more efficient operations. From refineries to distribution centres to retail stores, we help deliver results while improving worker safety and meeting sustainability goals such as reduced carbon emissions – by leveraging connectivity, advanced data analytics, software, robotics, sensors, process automation and asset performance management solutions.

We Enable our Customers to Enhance the Safety, Sustainability, Resilience and Productivity of their People, Plants, and Assets.

We currently have an opening for a Customer Success Manager / Aftermarket Service Manager who will 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.

The Customer Success Manager / Aftermarket Service Manager is responsible for improving the customer satisfaction and expanding net recurring revenue in the contract.

A close relationship with the assigned accounts will be used to turn existing relationships into business partnerships that can drive value for both the customer and Honeywell.

Responsibilities

1. Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
   
   
2. Serve as a product, company and industry ambassador, keen on educating customers on the capabilities of our solutions.
   
   
3. Create an optimized & data-led model of the customer journey (plan for every customer), then make sure all internal stakeholders are aligned.
   
   
4. Expand AMS offering by VOC and win new outcome focused contracts.
   
   
5. Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies.
   
   
6. Conduct weekly, quarterly and annual customer business reviews to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.
   
   
7. Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
   
   
8. Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
   
   Qualifications
   
   

• Relevant experience in Customer Success Management / Aftermarket Services
  
  
• Degree in IT/engineering
  
  
• MBA or post graduate qualifications in a related discipline are desirable
  
  
• 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 by leadership
  
  
• Excellent customer interaction skills – the ability to interact with customers, manage their expectations and build long term relationships
  
  
• 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.
  
  
• Self-motivated
  
  
• The ability to work under pressure
  
  
• A strong commitment to safety and a safe working environment
  
  
• Ability to develop and maintain strategic customer relationships
  
  We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  
  About Us
  
  Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable